Field Service Manager - 2nd Shift - job 1 of 2

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position:

As a key people and team leader within Intuitive, the Senior Field Service Manager is responsible for ensuring Field Service delivers exceptional, timely service to customers through the coordination of all service-related activities within their Region. Senior Field Service Managers provide strong management and leadership of field-based direct reports and coordination of their activities with other customer-facing and back-office team members.  Their teams consistently deliver exceptional service while achieving results by the most efficient and cost-effective means possible. The Senior Field Service Manager spends time in the field visiting with customers and team members to coach and mentor employees, Field Service Managers, to reinforce strong customer relationships, and identify opportunities to improve the Customer Experience. The individual in this role must demonstrate a high degree of business ownership, exceptional customer service, coaching skills, and strong communication skills.

Essential Job Duties:

• Identify and attract talented employees who raise the bar for the team
• Coach and develop employees to improve their impact and achieve their potential
• Create synergistic, collaborative team environments encouraging trust, respect and cooperation among team members
• Demonstrate ability to consistently deliver results
• Use data and metrics to track progress towards and achievement of desired results, and continuously evaluate and communicate business health
• Communicate team performance to management through metrics
• Monitor the use of resources and proactively recommend adjustments when suboptimal
• Demonstrate strong, consistent knowledge of the day-to-day activities of their team, and how those activities support the organization’s strategy and goals
• Ensure team’s work product is of the highest standards of quality, meeting customer needs and all regulatory/contractual obligations
• Ensure all Service Contract obligations and commitments are met and adhered to, and the value of Intuitive Service is communicated to and understood by customers
• Provide additional escalation support to resolve key account/customer issues are resolved expeditiously and effectively
• Ensure all documentation is submitted and accurate within customer management, employee management, and quality management systems.
• Work with Field Service Director to assist in developing a mentoring plan for junior Managers and/or underperforming Field Service Managers in customer and team management
• Provide coaching and mentoring in all items identified within the Field Service Manager job description, developing and delivering additional training, and in-person or remote training sessions for Field Service Managers
• Work collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved

• Prepare and distribute territorial reports and regional updates to Executive Leadership
• Drive the Field Service Management team on process improvement projects to maximize efficiency, productivity, and performance.
• Provide operational guidance to the Field Service Management team when implementing service policy and directives.
• Lead the Field Service Management team in development of Field Service specific content for Regional and World Wide Service Meetings.
• Lead weekly meetings of the Field Service Management team to ensure alignment across the organization.

Required Skills and Experience

• 5 years hands-on field experience working as a field service representative
• 3-5 years as a manager in the medical industry or equivalent preferred
• Familiarity of hospital operating room protocols, anatomic terminology and knowledge a plus
• Ability to multi-task and adapt to change without losing focus of priorities
• Strong leadership, conflict management and negotiation skills
• Coaching Skills: demonstrated ability to develop competence in others through structured learning experience and feedback strategies
• Capable of working effectively in cross-functional project teams
• Must possess strong attention-to-detail, individual initiative, and sense of ownership
• Ability to prioritize and smoothly manage multiple competing deadlines and tasks
• Highly ethical, highly energetic character, with a desire to help customers
• Excellent written and verbal communication skills
• Proficient knowledge with computers and standard software applications
• Exceptional written and oral communication skills
• Comfortable working off hours with limited support
• Excellent administrative and record keeping skills

Working Conditions

• Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
• Clean driving record
• Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
• Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process
• Ability to travel 50% - 75%

Preferred Skills and Experience

• 6-9 years of Field Service Experience
• 5+ years of direct people leadership experience
• Bachelor’s degree in related field or equivalent training/experience preferred
• Proven track record of troubleshooting electro-mechanical systems
• Ability to mentor Field Service Engineers in the proper performance of technical or administrative tasks

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.