Director, Field Service

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November 25

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Intuitive

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Healthcare Insurance • Medical Devices

Intuitive is a company known for its innovative surgical technologies, including the da Vinci Surgical Systems which are used for minimally invasive procedures. With three decades of demonstrated performance, Intuitive focuses on advancing healthcare by providing structured and measurable technology training pathways for surgeons, physicians, and OR care teams. Their vision is to improve patient outcomes through less invasive surgical care. Intuitive also offers a visual media platform for collaboration and learning, known as the Da Vinci Hub, and the Simnow platform for surgical training. The company is involved in ongoing innovation to explore new possibilities in surgical care.

5001 - 10000 employees

Founded 1995

⚕️ Healthcare Insurance

📋 Description

• 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

🎯 Requirements

• 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%

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Professional development opportunities