Field Service Manager

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 long-term 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.

Primary Function of Position:

Lead the International field service organization in the specified region ensuring service activities are performed and implemented per service agreements and warranty obligations. Drive organizational growth and development to meet changing customer needs.

Roles and Responsibilities:

This position has responsibility and authority for:

• Manage and develop Field Service Engineers in the specified region.
• Develop and implement processes to drive efficiencies and create a scalable business unit to support overall service business requirements.
• 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 Europe to achieve World Class customer satisfaction and service levels.
• Assist in driving optimization of inventory levels, material availability, and the reduction in excess inventory.
• Develop leadership personnel within the department to enable future departmental and company growth.
• Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.).
• Manage day to day business, which includes but not limited to, Call Management, Call Escalation, Resource dispatch, problem accounts, and establishment of priorities.

Required Knowledge, Skills, and

Experience:

• Degree in Electronics or Biomedical Engineering.
• Professional experience, preferably field experience, working as a field service representative or experience 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.
• Strong understanding and working knowledge of CRM…