Field Service Manager

Primary Function of Position

Lead and manage Regional Field Service operations to ensure uptime availability and service commitments for all installed systems. Deliver best-in-class customer satisfaction while enabling surgical program continuity clinical adoption and procedural growth. Maintain full compliance with service contracts warranty obligations and organizational standards while developing and coaching a high-performance field service team.

Essential Job Duties

Operational Leadership

• Ensure compliance to contractual obligations (Preventive Maintenance Corrective Maintenance Complaint Resolution Software/Hardware Upgrades Spare Parts System Uptime etc.).
• Manage day-to-day service operations including service call allocation priority management FE deployment issue escalation and timely closure of service requests.
• Monitor and drive operational KPI performance: uptime % PM adherence time to respond closure cycle escalations and customer satisfaction scores.
• Ensure Field Service documentation is accurate and timely (Field Activity Reports CRM logs RMA submissions expense reports travel forms etc.).
• Lead regional service governance cadence: weekly FE reviews monthly KPI reviews escalation boards and managerial updates.

Customer & Stakeholder Management

• Act as the principal service interface with hospital administration biomedical engineering teams surgeons and partner stakeholders.
• Collaborate closely with Sales Clinical Support and Program Management to deliver seamless customer experience and procedural continuity.
• Own escalation management with accountability for proactive communication and action plans.
• Support hospital onboarding equipment installation readiness and first-procedure stability.

Service Contract & Commercial Alignment

• Ensure service contract renewals are tracked and actioned in a timely manner with proactive customer engagement and follow-up.
• Provide support to Sales/Finance teams on accounts receivables linked to service maintenance or warranty extensions.
• Participate in customer contract discussions and renewal negotiations aligning technical realities with commercial terms and service value delivery.
• Monitor installed base lifecycle and propose appropriate contract models/upgrades based on usage uptime and maturity.

People Leadership

• Mentor coach and develop Field Service Engineersensuring technical readiness behavioral excellence and safe operations.
• Lead competency development via targeted skill matrix training curriculum and certification pathways.
• Manage regional resourcing hiring succession planning and geographic coverage to meet business needs.
• Build an accountable customer-centric high-performance culture.

Process Improvement & Governance

• Drive continuous improvements in service processes productivity FE utilization and cost efficiency.
• Collaborate with engineering quality regulatory and global service support to provide field insights recurring failure trends and CAPA recommendations.
• Champion hygiene practices in documentation safety compliance and medical-device regulatory adherence as applicable in India.
• Contribute to strategic service planning to scale capacity with installed base growth and emerging clinical programs.

Inventory & Asset Control

• Monitor and manage regional spare inventories service kits and field tooling.
• Ensure FE adherence to inventory handling protocols asset traceability and return processes.
• Optimize inventory utilization and provide recommendations for stocking strategies.

Additional Organizational Support

• Support installations demo programs clinical initiatives and product launches as required.
• Participate in medical conferences workshops and marketing initiatives where service leadership is needed.
   

Required Skills and Experience

Experience & Functional Expertise

• Minimum 8 years in customer-facing Field Service roles within medical devices robotics healthcare technology or mission-critical systems.
• 35 years of experience managing or supervising technical/service teams (Team Lead / Regional Service Lead / Service Manager) preferred.
• Strong understanding of OR environments biomedical engineering protocols and clinical safety practices in Indian healthcare ecosystem.
• Proven experience in driving uptime metrics escalation handling and service delivery performance.

Leadership & Personal Attributes

• Excellent interpersonal and communication skills especially in high-pressure clinical settings.
• Ability to influence internal/external stakeholders and manage sensitive customer environments.
• Strong decision-making ability; ownership mindset; ability to manage ambiguity and operational complexity.
• Customer-centricity with integrity professionalism and crisis-management capacity.
• Team leadership with skills in coaching feedback accountability and performance management.

Technical Skills

• Proficiency in CRM / service ticketing platforms MS Office tools and basic data analysis.
• Knowledge of robotics mechatronics electromechanical systems or medical device service preferred.
• Familiarity with clinical terminology and OR safety protocols is an advantage.

Key Competencies

• Service Leadership & Team Development
• Customer Experience & Program Enablement
• Escalation & Risk Management
• Operational Discipline & Compliance
• Data-Driven Problem Solving
• Service Contract Management & Commercial Alignment
• Continuous Improvement & Field Innovation

Qualifications :

Required Education and Training

• Bachelors degree in engineering (Electronics / Biomedical / Mechanical / Computer Science).

• Masters Degree or executive leadership credentials are an advantage.

Working Conditions

• Willingness to travel extensively across India (up to 50%).
• Valid driving license with strong safety record.
• Role domiciled within the region or territory being supported.

Preferred Skills and Experience (As applicable)

Specific skills knowledge and experience that are not required to perform the job but are desirable:

• Experience managing multi-vendor service ecosystems in large hospital networks or tertiary care institutions.
• Exposure to robotic surgery ecosystems high-acuity equipment or high-uptime dependent devices.
• Prior involvement in commercial service expansions revenue protection strategies or service contract upsell/renewal cycles.
• Background in predictive maintenance models remote monitoring service automation or digital field service technologies.
• Experience working with senior healthcare stakeholders (KOLs hospital leadership procurement boards).
• Familiarity with regional compliance frameworks related to medical devices spare import handling or warranty governance.
• Experience participating in cross-functional strategic planning or service capability scaling programs.
• Certifications in Lean Six Sigma project management mechatronics or biomedical instrumentation.

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 :

No

Employment Type :

Full-time