Job Description:

• Coordinate all service-related activities within the assigned region
• Manage and lead field-based direct reports and coordinate activities with customer-facing and back-office team members
• Visit customers and team members in the field to coach and mentor employees
• Reinforce strong customer relationships and identify opportunities to improve customer experience
• Identify and attract talented employees
• Coach and develop employees to improve impact and achieve potential
• Create collaborative team environments built on trust, respect, and cooperation
• Deliver consistent results and use data and metrics to track progress and business health
• Communicate team performance to management through metrics
• Monitor resource usage and recommend adjustments
• Ensure team work meets quality standards, customer needs, and regulatory/contractual obligations
• Ensure service contract obligations and commitments are met and the value of Intuitive Service is communicated to customers
• Provide escalation support to resolve key account and customer issues
• Ensure accurate documentation in customer, employee, and quality management systems
• Collaborate with internal and external commercial and ecosystem partners
• Work with Senior Field Service Leadership on process improvement projects to maximize efficiency, productivity, and performance

Requirements:

• Bachelor’s Degree preferred in mechanical, biomedical, electronics engineering, or equivalent
• 5 years hands-on field experience working as a field service representative
• 3 years as a manager in the medical industry or equivalent preferred
• Familiarity with hospital operating room protocols and anatomic terminology is a plus
• Ability to multi-task and adapt to change without losing focus of priorities
• Strong communication, influence, leadership, conflict management, and negotiation skills
• Capable of working effectively in cross-functional project teams
• Strong attention to detail, individual initiative, and sense of ownership
• Ability to prioritize and manage multiple competing deadlines and tasks
• Excellent written and verbal communication skills
• Highly ethical, highly energetic character, with a desire to help customers
• Proficient knowledge of computers and standard software applications
• Ability to travel 50%–75%
• May be subject to U.S. export controls, export licensing, or a Technology Control Plan
• Current proof of vaccination against certain diseases, including COVID-19, may be required

Benefits:

• Remote work; employees will come onsite when requested by the leader
• Base pay, incentives, benefits, and equity
• Reasonable accommodations for qualified individuals with disabilities
• Potential vaccination coverage/requirements for certain diseases, including COVID-19
• Equal employment opportunities and anti-discrimination protections