Intuitive Surgical Careers

Manager, EMEA Distributor Field Service - EU Based

Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: Belgium
Schedule: Full-time
Requisition ID: 183601


Primary Function of Position:
Manage the distributor field service operations for the EMEA region, ensuring service activities are performed and implemented per the distributor service agreements and warranty obligations. 
Roles and Responsibilities:
  • Ensure Distributor Service Contract Obligations and commitments are met and adhered to; (Preventive Maintenance, Upgrades, Customer Complaints, etc)
  • Work with Distributor management in creation of value based Service Offerings.
  • Manage escalated business, which includes but not limited to; Call Management, Resource dispatch, problem accounts, and establishment of priorities.
  • Evaluate Distributor Consignment parts inventory levels & quarterly physical inventory count.
  • Drive timely resolution of distributor field service issues and closure of Customer Communications.
  • Conduct English proficiency screening for all new hire DFE’s in the EMEA Region.
  • Quarterly Distributor Scorecard Report and conduct distributor conference calls.
  • Ensure Distributor FE’s are appropriately trained, drive distributor compliance to ETR’s
  • Monitor staffing requirements to ensure Territorial resources are in place to effectively support and resolve Field Service issues
  • Drive Compliance of Distributor FE documentation; SAP Service Requests & Distributor Service Orders, Parts returned in a timely manner, etc.
  • Work closely with Sales Organization to ensure distributor expectations are met
  • Drive improvements of service processes and efficiencies
  • Prepare and distribute Quarterly Distributor Scorecards to distributor management team
  • Work closely with Regulatory and Quality Compliance to insure Distributors are in-compliance on all service related activities

Skill/Job Requirements:
  • 4 year degree in Electronics or Biomedical Engineering
  • Minimum 7 years field experience working as a field service representative with 3 years as a manager/supervisor in the medical industry
  • Familiarity of O.R. protocols, anatomic terminology and knowledge a plus
  • Ability to multi-task and adapt to change without losing focus of priorities
  • Excellent interpersonal and communication skills
  • Need excellent knowledge of English language
  • Strong initiative in decision making and assumptions of responsibilities
  • Base knowledge of computers and standard software applications
  • Willing to travel up to 50% - 75%; both domestic & international travel required