Director of Digital Technical Support - North America

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

The Director of Digital Technical Support – North America is responsible for leading the US Digital Technical Support team, which provides assistance for all of Intuitive's digital products and services to customers, as well as Field Service and Commercial teams. This position involves directly managing a team of Digital Technical Support Managers.

The director will be tasked with developing strategies and executing plans for the Digital Technical Support function, focusing on achieving operational excellence and enhancing the customer experience. The ideal candidate must demonstrate a high level of technical and business acumen, exceptional leadership abilities, and experience in collaborating with Field Service, Commercial, Product Support, and Engineering teams. Strong communication skills are also essential.

Reporting to the Sr. Director, Technical Support - North America, the successful candidate will have a proven ability to build high-performing leadership and support teams that effectively navigate dynamic business growth while delivering impactful outcomes for customers.

Essential Job Duties

Operational & Customer Experience Excellence

• Ensures that the Digital Technical Support Team provides a world-class customer experience by efficiently resolving issues with empathy and proactively assisting customers in achieving their goals.
• Facilitates and manages high-priority customer escalations, working together with various internal engineering departments and collaborating with commercial teams
• Deeply understand complex end-to-end Digital Technical Support processes (e.g. complaint intake, proactive reviews). Identify, prioritize, and drive opportunities to enhance process efficiency, thereby improving the customer experience, increasing team productivity, and boosting the employee experience.
• Leveraging highly effective support models, develop and deploy comprehensive plans to drive remote support capabilities, to achieve timely resolutions to customer issues, achieve service commitments, maximize customer satisfaction, and minimize operational costs.
• Analyze and understand customer needs, utilizing operational, technical, financial, and customer experience data to inform priority initiatives and monitor team and individual performance.
• Build and monitor staffing plans to ensure that adequate resources are in place to support daily operations and effectively meet customer needs.
• Set aggressive targets for business output improvement, establish plans to achieve those targets, and measure performance to plan.
• Drive timely resolutions of escalated field service issues.

Team Leadership & People Development

• Lead a high-performing Digital Technical Support organization that attracts, retains, and develops top talent.
• Motivate and inspire Digital Technical Support team members and global cross-functional partners rooted in a strong vision for the function, the Intuitive mission, and culture.
• Optimize organizational structure and capabilities to ensure strong functional expertise, clear development pathways, and optimal resource utilization.  
• Provide intentional mentoring and professional development for people managers that expand thei