Director, Field Service

Primary Function of Position:

This key leadership role will lead a team of Field Service Managers be responsible for developing Field Service strategies and efficiencies to meet customer needs and drive design for operational excellence.  Their leadership presence will be felt daily by the team and in the business organization reinforcing positive behaviors and actions.  The Director 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 our customers ensuring service activities are performed and implemented per our service agreements and warranty obligations.

Roles & Responsibilities:

• 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 EU to achieve World Class customer satisfaction and service levels
• Acts as an inspirational leader coach and manager to a regional Field Service organization by actively developing and growing his/her 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
• Monitors staffing requirements strategically plans 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 takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics even when a solution is not yet clear
• Proven ability to work across multiple divisions/departments and navigate across multiple competing priorities

Qualifications :

Skills Experience Education & Training:

• 4-year degree in Electronics Biomedical Engineering Business Management or directly relatable field preferred
• Minimum 7 years field experience working as a field service representative with 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 his/her own direct area of management; seeks to understand both the products/services and the financial aspects of the business and translates that understanding into context for the employee base
• 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%

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.

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.

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. 

Remote Work :

Yes

Employment Type :

Full-time