Sunnyvale, CA, United States
Remote Available
Customer Support & Training
JOB220111
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:
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.
Roles and Responsibilities
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
Skills, Experience, Education, & Training:
Bachelor’s Degree preferred in mechanical, biomedical, electronics engineering, or equivalent
5 years hands-on field experience working as a field service representative
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 losing focus of priorities
Strong communication, influence, leadership, conflict management and negotiation skills
Capable of working effectively in cross-functional project teams
Must possess strong attention-to-detail, individual initiative, and sense of ownership
Ability to prioritize and smoothly manage multiple competing deadlines and tasks
Excellent written and verbal communication skills
Highly ethical, highly energetic character, with a desire to help customers
Proficient knowledge with computers and standard software applications
Ability to travel 50% - 75%
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.
We are an AA/EEO/Veterans/Disabled employer
Additional Information
Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.
Intuitive is an Equal 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.
Mandatory Notices
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.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
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.
Accommodation & Accessibility Notice:
Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at HRHelpNow@intusurg.com.
We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.
Base Compensation Range Region 1: $131,200 USD - $188,800 USD
Base Compensation Range Region 2: $118,100 USD - $169,900 USD
Shift: Evening
Workplace Type: Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.