Senior Manager, Technical Services, Global Business Systems

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position:

The Senior Manager, Technical Services Business Systems is responsible for the strategy, delivery, optimization, and support of business systems that enable Global Services functions, including Field Service, Technical Support, Product Support, and Digital Technical Support teams. This role leads a team of business systems professionals (product owners and analysts) and partners closely with Global Services leadership, IT, and cross-functional stakeholders to deliver scalable, compliant, and efficient technology solutions.

The ideal candidate combines deep expertise in CRM platforms such as Salesforce, service management processes, and regulated system governance to drive operational excellence, customer experience improvements, and digital transformation initiatives across a global medical device organization.

This is a business role and not a solution (IT) role.

Roles and Responsibilities:

• Business Systems Strategy & Leadership
  • Define and execute the technology roadmap supporting Global Services organizations, including Field Service, Technical Support, Product Support, Digital Technical Support, and Service Operations.
  • Align business systems capabilities with organizational objectives, growth strategies, and customer experience goals.
  • Serve as a trusted advisor to Global Services leadership on technology investments, process optimization, automation, AI opportunities, and operational improvements.
  • Lead a global team of Business Systems Analysts, Administrators, and Product Owners responsible for service-related applications.
• Service Technology Ownership
  • Own the strategic direction, governance, and lifecycle management of CRM and related / integrated service technologies.
  • Drive enhancements and adoption of CRM capabilities supporting work order and case management, field service operations, technical support / digital technical support, and related customer communications.
  • Partner with enterprise architecture and IT teams to ensure scalable, integrated solutions across CRM, ERP, telephony, customer portals, knowledge management, and other integrated platforms.
  • Oversee system performance, reliability, release management, and continuous improvement activities.
• Service Process Excellence
  • Partner with Global Services leaders to standardize and optimize service processes across regions and functions.
  • Enable efficient workflows supporting incident management, complaint handling, technical support escalation, field service dispatch and execution, preventive maintenance, and service contract management.
  • Leverage business analytics and KPIs to identify improvement opportunities and measure business outcomes.
  • Promote best practices in technical and digital technical support, field service management, and service operations.
• Compliance & Validation
  • Ensure all business systems comply with applicable regulatory requirements, including FDA, MDR, ISO 13485, and company quality standards.
  • Lead system validation activities and maintain compliance with GxP, Computer System Validation (CSV), and data integrity requirements where applicable.
  • Partner with Quality and Regulatory teams during audits, inspections, and compliance reviews as required / needed.
  • Maintain documentation, change controls, risk assessments, and validation deliverables for regulated systems per IT process.
• Program & Portfolio Management
  • Manage a portfolio of service technology initiatives, balancing business pr