Director of Digital Technical Support North America

Primary Function of Position

The Director of Digital Technical Support North America is responsible for leading the US Digital Technical Support team which provides assistance for all of Intuitives digital products and services to customers as well as Field Service and Commercial teams. This position involves directly managing a team of Digital Technical Support Managers.

The director will be tasked with developing strategies and executing plans for the Digital Technical Support function focusing on achieving operational excellence and enhancing the customer experience. The ideal candidate must demonstrate a high level of technical and business acumen exceptional leadership abilities and experience in collaborating with Field Service Commercial Product Support and Engineering teams. Strong communication skills are also essential.

Reporting to the Sr. Director Technical Support - North America the successful candidate will have a proven ability to build high-performing leadership and support teams that effectively navigate dynamic business growth while delivering impactful outcomes for customers.

Essential Job Duties

Operational & Customer Experience Excellence

• Ensures that the Digital Technical Support Team provides a world-class customer experience by efficiently resolving issues with empathy and proactively assisting customers in achieving their goals.
• Facilitates and manages high-priority customer escalations working together with various internal engineering departments and collaborating with commercial teams
• Deeply understand complex end-to-end Digital Technical Support processes (e.g. complaint intake proactive reviews). Identify prioritize and drive opportunities to enhance process efficiency thereby improving the customer experience increasing team productivity and boosting the employee experience.
• Leveraging highly effective support models develop and deploy comprehensive plans to drive remote support capabilities to achieve timely resolutions to customer issues achieve service commitments maximize customer satisfaction and minimize operational costs.
• Analyze and understand customer needs utilizing operational technical financial and customer experience data to inform priority initiatives and monitor team and individual performance.
• Build and monitor staffing plans to ensure that adequate resources are in place to support daily operations and effectively meet customer needs.
• Set aggressive targets for business output improvement establish plans to achieve those targets and measure performance to plan.
• Drive timely resolutions of escalated field service issues.

Team Leadership & People Development

• Lead a high-performing Digital Technical Support organization that attracts retains and develops top talent.
• Motivate and inspire Digital Technical Support team members and global cross-functional partners rooted in a strong vision for the function the Intuitive mission and culture.
• Optimize organizational structure and capabilities to ensure strong functional expertise clear development pathways and optimal resource utilization.  
• Provide intentional mentoring and professional development for people managers that expand their leadership capabilities accelerate their professional growth and develop them to a point of independence enabling the business to scale.
• Lead by example through hands-on coaching of team members including supervision of activities such as Talent Action Plans bi-annual performance evaluations quarterly performance job dialogues and regular performance observation to ensure a culture of professional development.
• Define the core skills and capabilities required for team member success and establish training programs to develop and measure the acquisition of these skills and capabilities.

Stakeholder Alignment and Value Creation

• Develop and maintain productive partnerships with cross-functional stakeholders including Field Service Post-Market Surveillance Product Support Digital Applications Engineering and Commercial teams to effectively align projects and resources drive continuous process improvement and ensure key business strategies are executed efficiently.
• Create a shared understanding of the need for strategic change mobilize commitment to the strategy and sustain strategic progress through measurable results.

Qualifications :

Skills Experience Education and Training:

This candidate must be an inspirational high-energy individual focused on delivering a world-class customer experience. They must be highly effective collaborators and communicators who can support business growth and drive change with a solution-based approach.

• 10 years of experience in application IT infrastructure or technical support and management roles with a preference for experience with Technical Support Field Service or Product Support functions.
• Demonstrated steady progression of scope of responsibilities with a minimum of 7 years in a management position in the medical or related service industry.
• Bachelors degree in Computer Science Information Technology or related fields required. With a Masters or MBA preferred.
• Knowledge of HIPPA compliance is preferred.
• Proven track record of aligning resources to accomplish key objectives establishing accountability by clearly conveying objectives deadlines and expectations.
• Ability to lead leaders with proven cross-functional collaboration and escalation management techniques. 
• Demonstrated success in managing complex cross-functional projects and initiatives.
• Knowledge of complaint handling preferred.
• Ability to participate and contribute to meetings with company executives and present to large audiences.
• Comfort with a work schedule that can be dynamic including weekend training and holiday support.
• Consistently makes decisions aligned with 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.
• Highly ethical highly energetic character with an ability to positively engage and collaborate across multiple levels of the organization and other departments.

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

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.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target base compensation ranges are listed.

Remote Work :

No

Employment Type :

Full-time