Intuitive Surgical Careers

Senior Service Logistics Planner

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 180687


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority. 

Primary Function of Position:
The primary function of this position is to ensure service spare parts are positioned globally to support the demands of the field at all times. It is also to take a leadership role in developing and improving internal processes in a continuous improvement effort.

Roles and Responsibilities:

• Establish and maintain appropriate Customer Support Inventory levels
• Manage related FRU planning/forecasting activities in support of World Wide Service Logistics and corresponding forecast/approval process
• Drive daily out-of-stock risk management activities
• Maintain inventory integrity throughout all distribution points
• Recommend mix/max inventory level at Central and Forward Stocking locations
• Monitor inventory level at Central and Forward Stocking location daily to ensure adequate FRU inventory to support the field
• Manage recurring inventory audit process and compliance with Sarbanes Oxley audit controls
• Manage part request fulfillment infrastructure to ensure customer satisfaction levels are maintained at the highest possible levels (i.e. user request, order management, warehousing management, distribution services)
• Collaborate with depot repair service providers (internal/external) and Quality & Regulatory Affairs department to ensure quality standards and optimal cycle times are achieved and maintained
• Coordinate disposition of non-conforming materials
• Manage service spares obsolescence programs to ensure effective replacement path solutions
• Manage cycle count program and recommend procedures and policy to reduce variances and cycle time
• Support approved ISI Distributors who perform technical services on ISI manufactured products
• Structure and maintain BOMs and related pricing for required service spares and other materials to support Distributor servicing activity
• Provide business tools and training to facilitate Distributor communications related to servicing activities
• Actively participate on cross-functional teams as a CSG representative to drive department needs
• Develop and maintain effective measurements to monitor progress and evaluate opportunities for improvement
• Develop and implement innovative supply chain processes to enhance operational efficiency and effectiveness
• Maintain department operating procedures (DOPs) and work instructions. Perform other projects or duties that may be assigned

Skill/Job Requirements: 

• Bachelor degree and 8 to 10 years related experience, or equivalent combination of education and experience
• Understanding of Service Logistics, Customer Service, Field Service, Production Planning, Materials management, RMA processing, and Quality & Regulatory Affairs operational and informational needs
• Previous work experience in the aforementioned disciplines with emphasis on Service Logistics and Field Service support (prior work experience with a medical equipment manufacturer is desirable)
• Knowledge of general manufacturing practices is desirable
• Understanding of Business Information Systems (i.e. SAP, Clarify, Agile) and proficiency in the use of Microsoft Office suite of applications
• Able to work independently in a fast paced environment with little supervision
• Exhibit excellent oral and written communication skills
• Proven ability to manage projects

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.