Intuitive Surgical Careers

Manager, Regional Field Service-Central Region (Oklahoma, Kansas, Louisiana, Tennessee)

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: 182653


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:

Ensures service activities are performed and implemented per service agreements and warranty obligations, with a focus on customer satisfaction, procedure enablement, and productivity.

Roles and Responsibilities:

• Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Customer Complaint Resolution, Software and Hardware Upgrades, System Uptime, etc.)
• Manage day to day business, including, but not limited to: call management, customer issue escalation & resolution, resource dispatch & balancing, attending to customer care accounts, monitoring performance metrics, establishing priorities, and driving timely resolution of field service issues & closure of customer communications
• Mentor, coach, and develop team members
• Ensure Field Service staff is appropriately trained and technically proficient
• Monitor staffing requirements to ensure proper resources are in place to effectively support and resolve Field Service issues
• Ensure FE documentation is submitted timely and accurately, including Field Activity Reports/CRM Documentation, Return Material Authorizations, Expense Reports, etc.
• Work closely with Sales Organization to ensure customer expectations are met and provide best-in-class service and support model, in accordance with contractual obligations and management expectations
• Drive improvements of service processes and efficiencies
• Evaluate and monitor inventory levels
• Support trade show and ancillary sales and marketing activities

Skill/Job Requirements: 

• Minimum 5 years field experience working in customer-facing roles within the medical devices/healthcare technologies space
• 5 years’ experience managing/triaging customer support and/or technical issues
• Strong leadership and people management skills
• Familiar with standard O.R. protocols; anatomic terminology and knowledge a plus
• Ability to multi-task and adapt to change without compromising principles and priorities
• Excellent interpersonal and communication skills, particularly within high stress environments and difficult situations
• Proficient in written and spoken English language skills
• Strong initiative in decision making and assumptions of responsibilities
• Base knowledge of computers and standard software applications
• Willing to travel up to 50%
• Domiciled within the region the manager supports
*Candidates must either currently live in, or be willing to relocate to a major, metropolitan city within Oklahoma, Kansas, Louisiana or Tennessee.

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.