• Deliver quality customer service planning and execute service work as per customer order and expectation. • Execute service work as per work instructions and in accordance with ABB quality and safety guidelines. • Working with the customer (while on-site) to identify opportunities to improve the customer’s operations and eliminate pain points. • Performing field service tasks, preventative maintenance, identifying technical issues, and performing analysis through remote or on-site activity in service categories and products for which they are certified to perform. • Preparing material lists needed for service activity and ensuring that all materials, parts, and equipment are available and of appropriate quality for service activities. • Acting as trainer when needed, for field service associates and customers.

• Lead complex installation, maintenance, and repair projects for customer-installed equipment, ensuring optimal performance and customer satisfaction • Provide expert technical consultation, including commissioning, testing, and troubleshooting of sophisticated equipment systems • Identify and recommend innovative product upgrades and solutions to enhance customer operations • Mentor and share technical knowledge with team members while coordinating field service activities • Develop and maintain strong customer relationships to drive service growth opportunities

• You will be responsible for supporting our customers with on-site installation, implementation, maintenance and repair of Pathology systems solutions. • Our varied product lines include hardware, software and networking products as well as operating systems. • Installs and optimizes hardware/software/network products and configurations at customer sites. • Diagnoses and resolves product performance problems. • Performs maintenance and repairs. • Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. • Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business. • Deliver fully integrated solutions, which may include peripherals, communications, operating systems and applications software. • Train other field engineers and customers in the solutions.

• Analyze customer's requirements to ensure effective system installation by providing Pre site Planning and Installation Coordination with the customer. • Ability to autonomously manage and schedule both planned and unplanned appointments with Customers to ensure maximum system reliability, functionality and that Uptime Guarantees are achieved. • Assess and determine follow up visits to ensure maximum system reliability. • Use discretion and independent judgment when assessing the functionality and Repairing Intuitive Surgical products. • Ability to identify, make recommendations, and or provide feedback to Product Support and Product Engineering on Product or process enhancements that addresses customer concerns. • Provide on-site technical and training support to Junior and Filed Service Engineer, prevent, or ensure proper technical escalation to resolution. • Engage service contract renewal discussion with hospitals by presenting the value proposition of Intuitive Surgical’s service offerings. • Independently manage all administrative duties of role that includes but are not limited to; Spare Parts Inventory, Returned Material Authorizations, Calibrated Equipment, Training Documentation, Preventative Maintenance Scheduling, Service Contracts Billings, System Configurations, and data in Call Escalation database. • Support Sales Training and Marketing events by analyzing potential issues and develop independent strategies to resolve.