We are still hiring

We hope that through this challenging time, you and your family are staying safe and healthy. Though the COVID-19 pandemic is presenting unprecedented challenges, we continue to hire for our open positions. Our recruiting and hiring teams are taking prudent measures to minimize the spread of COVID-19 and still provide you with a great candidate experience. However, due to adjustments in work, life, and an increase in applications, we may start to experience some delays. Thank you for your patience and understanding.

To learn more about Intuitive’s response to COVID-19, see our company statement.

Field Service Manager

Job Description

Job: Customer Service and Field Support
Primary Location: United States-Arizona-Phoenix-US-AZ-Arizona
Schedule: Full-time
Requisition ID: 201154

Description

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

Qualifications

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
  • Safe driving record and history

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.