da Vinci Specialist

Essential Job Duties

Collaboration & Field Partnership

• Partner with the local CSR/CSM and cross-functional business partners to create, own, scale and execute best practices and deployment of ecosystem resources.
• Lead account support plans that drive safe program execution and increase customer autonomy over time, including setting objectives, timelines and resources for relevant customers, in consultation with CSR/CSM.
• Identify, solicit and provide field feedback and customer insights to internal teams to improve training, support resources, and customer experience.
• Support adoption of digital solutions by helping customers build comfort and capability through in-servicing and troubleshooting.

Clinical & Technical Support

• Identify and provide on-site, non-scrubbed operating room support for procedures utilizing the da Vinci Surgical System and associated technologies.
• Support OR teams with room readiness and procedural workflow, including system setup support, docking workflow support, and intraoperative troubleshooting.
• Serve as a clinical product expert to help ensure optimal, safe system use and adherence to applicable IFUs, hospital policies, and safety protocols.
• Motivate and support adoption of advanced instruments and accessories by ensuring teams understand proper setup, handling, and intended use.
• Partner with and promote consistent readiness and workflow by supporting day-to-day execution of the robotic program, coordinating with OR leadership, nursing, SPD/sterile processing, and biomedical teams.
• Assist with operational support activities such as facilitating appropriate internal handoffs for service needs.
• Ensure the right stakeholders are aligned (OR, SPD, biomed, IT) for successful day-to-day operation and new technology onboarding to help reduce friction.
• Maintain accurate internal documentation of support activities per company process (e.g., case support notes, training records, service/escalation tracking).

Training & Education (Care Team Enablement)

• Determine the need for, customize and deliver customer-specific hands-on training and in-services to nurses, surgical technologists, SPD teams, and other care team members on safe and effective use of da Vinci platforms and associated technologies.
• Support onboarding and education for new users through structured training touchpoints (e.g., new staff orientation, refresher training, workflow standardization).
• Lead new site start-ups by identifying and delivering onboarding programs and coordinating training logistics with the CSR/CSM and hospital stakeholders.
• Support new technology installs by coordinating readiness activities and providing post-install education to care teams.
• Act as a resource for ongoing education, product updates, and workflow optimization.

Escalation & Customer Issue Management

• Analyze and leverage utilization, turnover, and other relevant case data to recommend operational changes to customers.
• Provide first-line support and expertise for common setup and workflow issues during live cases and training sessions.
• Identify, resolve and where necessary escalate issues appropriately to internal partners (e.g., Technical Support, Field Service, Clinical/Medical counterparts).

Market & Clinical Insights

• Collect and communicate customer feedback and experiences to clinical counterparts and internal business partners.
• Prioritizing, distilling and reporting relevant customer feedback, in real time.
• Stay up to date on clinical literature, competitive products, and evolving treatment guidelines.
• Assist in clinical trial support when required.
• Assist in field action activities when necessary.