Director Field Service US

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:

This key leadership role will lead a team of Field Service Managers, be responsible for developing Field Service strategies and efficiencies to meet customer needs and drive design for operational excellence.  Their leadership presence will be felt daily by the team and in the business organization, reinforcing positive behaviors and actions.  The Director will be actively engaged in the day-to-day running of the business, proactively finding opportunities to have a positive impact on the team and our customers ensuring service activities are performed and implemented per our service agreements and warranty obligations.

Roles & Responsibilities:

• Develop and implement processes to drive efficiencies and create a scalable business unit to support a $250M+ service business.

• 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 the US to achieve World Class customer satisfaction and service levels

• Acts as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing his/her people

• Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.)

• Drive timely resolutions of field service issues and closure of Customer Care Accounts

• Proven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions

• Monitors staffing requirements, strategically plans where resources will be required in the future to maintain service excellence while balancing operational costs

• Possess a sense of urgency in addressing service issues, and takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics, even when a solution is not yet clear

• Proven ability to work across multiple divisions/departments and navigate across multiple competing priorities

Qualifications

Skills, Experience, Education, & Training:

• 4-year degree in Electronics, Biomedical Engineering, Business Management, or directly relatable field preferred

• Minimum 7 years field experience working as a field service representative with 5 years as a manager/supervisor in the medical or related service industry

• Proven track record of aligning resources to accomplish key objectives, establishing accountability by clearly conveying objectives, deadlines, and expectations

• Excellent written and verbal communication skills with the ability to represent the function to internal/external key leaders/stakeholders

• Proficient knowledge with computers and standard software applications

• Consistently makes decisions aligned to a sustainable commitment to legal and regulatory compliance

• Proven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolution

• In-depth understanding of the business that goes beyond his/her own direct area of management; seeks to understand both the products/services and the financial aspects of the business, and translates that underst