Company Description
At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds.
We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their longterm growth so they can continue to advance our mission and achieve their highest potential.
Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.
Job Description
Position’s Objective & Summary:
This position primary role is to work closely with the larger Customer Service / Field Service Organization Center of Excellence and with the internal IT Salesforce Architect and technical team to develop and deploy new SFDC service-based solutions.
Roles & Responsibilities:
Hands on experience:
- Hands on configuration on Service functions
- Develop and debug flow automations
- Great understanding of field service data model and master data setup activities
- Demonstrate a rapid learning ability to understand business needs related to Field Service, Service Contracts, Technical Support and Customer Support.
- Apply service best practices and concepts to ensure that the Salesforce Field Service Cloud and related applications are effectively tested to meet operational objectives
- Adapt to new business requirements and project needs, contributing to testing efforts from day one
- Develop comprehensive test scripts based on functional specifications and business requirements
- Conduct detailed testing (SIT, UAT) to validate system functionality, performance, and user experience
- Collaborate with stakeholders to ensure all scenarios, including edge cases, are tested and documented thoroughly
- Continuously evaluate testing processes and tools, proposing improvements to enhance efficiency and test coverage
- Ensure that testing aligns with business requirements and field service processes.
- Document and report on testing progress, including defect status and test results, to project stakeholders.
Collaboration & Communication:
- Work closely with onsite team, offshore team, managers, and executives to ensure the release of high-quality solutions.
- Work closely with business stakeholders, developers, and other team members to ensure the successful testing and validation of new features, updates, and integrations.
- Ensure that all testing activities are completed within project timelines and meet the required quality standards.
Training & Knowledge Transfer:
- Act as Senior BA and guide & mentor the team members to gain Salesforce knowledge, providing best solutions and do peer review and advice on areas of improvement.
Ideation and Demand Management:
- Evaluates and offers solutions based on the existing technology portfolio.
- Identifies and evaluates new technology solutions to support strategic business objectives.
- Works closely with the business and IT stakeholders to identify, prioritize and schedule demand following the Release Management and Prioritization cycles.
Soft skills:
- Strong communication skills to be able to communicate effectively with local, regional and global stakeholders.
Qualifications
Required Knowledge, Skills, and Experience:
Experience:
- Minimum Bachelor's or undergraduate degree in Computer Science, Information Systems or equivalent experience.
- Minimum 5 years of experience in supporting Field Service and Customer Support Business Functions.
- Minimum 5 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management and/or Call Center.
- Minimum 2 years of direct hands-on experience with ServiceMax Asset360.
- Demonstrated knowledge working with business end users, gathering requirements, and building detailed functional design specifications.
Skills:
- Proven hands-on experience with configuration of new and existing Salesforce.com features including user management, roles/profiles, Permission Sets, custom objects, new page layouts, custom fields, formula fields, validations, workflow rules, email templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Custom Settings, Managed Packages, etc.
- Possess a strong business and customer/client focus
- AppExchange packages experience is preferred.
- Salesforce Certifications of Admin, AppBuilder preferred.
- Supporting users in a medical device company is desirable
Certifications:
- Salesforce Certified Field Service Consultant (preferred).
- Salesforce Administrator or Salesforce Service Cloud certifications are a plus.
- ServiceMax (Asset 360) certifications are highly desirable.
Additional Attributes:
- Quick learner with the ability to rapidly understand business needs and field service concepts.
- Highly detail-oriented with a passion for ensuring system quality and project success.
- Strong interpersonal skills with the ability to work effectively with cross-functional teams across different geographies.
- Self-motivated with the ability to manage competing priorities and deliver results within tight deadlines.
- Experience with a deep understanding of IT Applications and Technology
- Strong problem solving and analytical capabilities
- Excellent written and verbal communication skills
- Very strong collaboration, negotiation, and influence capability required
- Ability to work with minimum supervision or guidance
Additional Information
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.
