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

As a key people and team leader within Intuitive, the Field Service Manager is responsible for ensuring Intuitive delivers exceptional, timely service to customers through the coordination of all Service-related activities within their Region. Field Service Managers provide strong management and leadership of field-based direct reports and coordination of their activities with other customer-facing and back-office team members.  Their teams consistently deliver exceptional service while achieving results by the most efficient and cost-effective means possible. The Field Service Manager spends time in the field visiting with customers and team members to coach and mentor employees, reinforce strong customer relationships, and identify opportunities to improve the Customer Experience. The individual in this role must demonstrate a high degree of business ownership, exceptional customer service, and strong communication skills.

Essential Job Duties

• Identify and attract talented employees who raise the bar for the team
• Coach and develop employees to improve their impact and achieve their potential
• Create synergistic, collaborative team environments encouraging trust, respect and cooperation among team members
• Demonstrate ability to consistently deliver results
• Use data and metrics to track progress towards and achievement of desired results, and continuously evaluate and communicate business health
• Communicate team performance to management through metrics
• Monitor the use of resources and proactively recommend adjustments when suboptimal
• Demonstrate strong, consistent knowledge of the day-to-day activities of their team, and how those activities support the organization’s strategy and goals
• Ensure team’s work product is of the highest standards of quality, meeting customer needs and all regulatory/contractual obligations
• Ensure all Service Contract obligations and commitments are met and adhered to, and the value of Intuitive Service is communicated to and understood by customers
• Provide additional escalation support to resolve key account/customer issues are resolved expeditiously and effectively
• Ensure all documentation is submitted and accurate within customer management, employee management, and quality management systems.
• Work collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved
• Work with Senior Field Service Leadership team on process improvement projects to maximize efficiency, productivity, and performance.

Qualifications

Required Skills and Experience

• 5 years hands-on field experience working as a field service representative

Required Education and Training

• Bachelor’s Degree preferred in mechanical, biomedical, electronics engineering, or equivalent

Working Conditions

• Ability to travel 50%

Preferred Skills and Experience

• 3 years as a manager in the medical industry or equivalent preferred
• Familiarity of hospital operating room protocols, anatomic terminology and knowledge a plus
• Ability to multi-task and adapt to change without los