Director of Digital Technical Support - North America

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

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 Intuitive's 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.

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.
• Bachelor’s degree in Computer Science, Information Technology, or related fields required. With a Master’s 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.

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 employees
who 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 government’s 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 employee’s
start 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.