Field Service Manager

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. 

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

Primary Function of Position:

Lead the International field service organization in the specified region ensuring service activities are performed and implemented per service agreements and warranty obligations. Drive organizational growth and development to meet changing customer needs.

Roles and Responsibilities:

This position has responsibility and authority for:

• Manage and develop Field Service Engineers in the specified region.
• Develop and implement processes to drive efficiencies and create a scalable business unit to support overall service business requirements.
• Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support.
• Using Best-In-class service models develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs.
• Collaborate with internal cross functional groups and regional sales teams throughout Europe to achieve World Class customer satisfaction and service levels.
• Assist in driving optimization of inventory levels, material availability, and the reduction in excess inventory.
• Develop leadership personnel within the department to enable future departmental and company growth.
• Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.).
• Manage day to day business, which includes but not limited to, Call Management, Call Escalation, Resource dispatch, problem accounts, and establishment of priorities.
• Drive timely resolution of field service issues and closure of Customer Care Accounts.
• Ensure Field Service staff is appropriately trained.
• Monitor staffing requirements to ensure proper resources are in place to effectively support and resolve customer issues.

Qualifications

Required Knowledge, Skills, and Experience:

• Degree in Electronics or Biomedical Engineering.
• Professional experience, preferably field experience, working as a field service representative or experience as a manager/supervisor in the medical industry.
• Familiarity of O.R. protocols, anatomic terminology, and knowledge a plus.
• Ability to multi-task and adapt to change without losing focus of priorities.
• Excellent interpersonal and communication skills.
• Need excellent knowledge of English language.
• Strong initiative in decision making and assumptions of responsibilities.
• Base knowledge of computers and standard software applications.
• Strong understanding and working knowledge of CRM Information Systems.
• Willing to travel up to 50%.

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.