Intuitive is looking for a Director of Field Service US to lead our field service team and strategy. We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. In this key leadership role, you will be actively engaged in the day-to-day running of the business, proactively finding opportunities to have a positive impact on the team and customers.
What You'll Do
- Develop and implement processes to drive efficiencies and create a scalable business unit to support a $250M+ service business.
- Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support.
- Using Best-In-class service models, develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs.
- Collaborate with internal cross functional groups and regional sales teams throughout the US to achieve World Class customer satisfaction and service levels.
- Act as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing your people.
- Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.).
- Drive timely resolutions of field service issues and closure of Customer Care Accounts.
- Proven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions.
- Monitor staffing requirements, strategically plan where resources will be required in the future to maintain service excellence while balancing operational costs.
- Possess a sense of urgency in addressing service issues, and take initiative in providing proactive & frequent communication to the customer/team around issue dynamics.
- Work across multiple divisions/departments and navigate across multiple competing priorities.
What We're Looking For
- Minimum 7 years field experience working as a field service representative.
- Minimum 5 years as a manager/supervisor in the medical or related service industry.
- Proven track record of aligning resources to accomplish key objectives, establishing accountability by clearly conveying objectives, deadlines, and expectations.
- Excellent written and verbal communication skills with the ability to represent the function to internal/external key leaders/stakeholders.
- Proficient knowledge with computers and standard software applications.
- Consistently makes decisions aligned to a sustainable commitment to legal and regulatory compliance.
- Proven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolution.
- In-depth understanding of the business that goes beyond your own direct area of management; seeks to understand both the products/services and the financial aspects of the business.
- Highly ethical, highly energetic character, with an ability to positively engage and collaborate with multiple levels of the organization and other departments.
- Willing to travel up to 50%.
Nice to Have
- A 4-year degree in Electronics, Biomedical Engineering, Business Management, or a directly relatable field.
Team & Environment
You will lead a team of Field Service Managers.
Benefits & Compensation
- Salary Range Region 1: $182,400 - $273,600 USD
- Salary Range Region 2: $164,200 - $246,200 USD
Work Mode
This is a remote position open to candidates located in the United States.
Intuitive is an Equal 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.
