Sr Dir Tech Support Svcs North America

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:

The Sr. Director, Technical Support Services – North America, is responsible for leading the North American (US & Canada) Technical Support Services organization and ensuring delivery of an exceptional, differentiated customer experience. This leader will direct our North American Technical Support service strategy, provide leadership to customer-facing Tech Support teams, and represent our service solutions to business partners and our customers. S/he will have a strong track record of building high-performing, multi-functional, distributed teams that consistently put the team above the individual and deliver meaningful business outcomes for customers. An inspirational coach and leader, this individual will have strong communication skills to rally the organization around critical initiatives and ensure customers’ needs are met. This leader will also have a passion for and track record of developing leaders for increased scope of impact. This leader will have broad business knowledge and comprehensive management experience, capable of working effectively with diverse verticals including Training, Logistics, Product Management, Engineering, Finance, Pricing, Business Systems/IT and Sales to craft innovative customer engagement strategies. S/he will be highly effective in navigating the organization, influencing decision-making, and aligning stakeholders through proactive collaboration and problem solving. The leader will be commercially minded and customer-centric, with an ability to continuously strengthen and clarify the service value proposition as customer needs and market dynamics evolve. Ultimately, this leader will have a track record of managing organizations that excel operationally and deliver results. S/he can constructively engage and motivate teams in support of business decisions that challenge the status quo and oversees execution of strategies that enable the organization to expand its differentiation while scaling effectively to support future growth.

Essential Job Duties

Organizational Leadership:

• Responsible for leading a high-performing organization that attracts, retains and develops top talent as part of a winning culture that maximizes customer impact and business results.
• Motivate and inspire North American Technical Support Services team members behind a strong vision of customer experience excellence grounded in the Intuitive mission and culture.
• Work across multiple levels of people leaders to further develop their leadership capabilities and support their professional growth, developing them to points of independence that enables the business to scale.
• Optimize organizational structure, capabilities, and communication to facilitate deep functional excellence within teams while realizing synergies across teams and ensuring a unified customer experience.
• Lead teams through critical phases of growth and change for sustained results and a positive employee experience.
• Consistently develop approaches to managing the business that use resources thoughtfully and aligns to progress against scalability and efficiency objectives.
• Serve as a cultural steward, modeling Intuitive’s Individual and Leadership expectations in daily practice, reinforcing a customer-centric approach to problem solving, and ensuring a productive and inclusive workplace environment.

Operational and Customer Experience Excellence:

• Advance delivery of Technical Support Services in North America in a manner that consistently delivers against customer expectations and contractual obligations while optimizing customer experience, employee experience, and cost-to-serve.
• Build and execute strategies that leverage technology, business systems, and process improvements to drive efficiencies that enable services to scale.
• Ensure functional excellence across multiple diverse functional areas (e.g. Customer Technical Support, Digital Technical Support, Field Service Technical Support), using key performance indicators (KPIs) and targets-to-improve (TTI) to monitor operational health and progress against goals.
• Continuously advance delivery of a differentiated customer experience, ensuring the customer is central to day-to-day activities and decision-making while meeting other demands on the business.
• Connect higher level strategy to the team’s day-to-day activities, communicating that connection, and helping the team prioritize to execute cleanly.

Strategic Leadership & Influence:

• Shape the evolution of the mid- to long-term Technical Support Services strategy in partnership with functional leaders globally.
• Create a shared need for strategic evolution through deep insights, collaborative relationships, and effective cross-functional influence to ensure the strategic objectives are aligned to and realized.
• Oversees development and execution of longer-term (3-5 year) strategies that effectively diagnose and address the most complex challenges and opportunities facing the North American Technical Support organization.
• Deeply understand customer needs and leverage operational, financial, and customer experience data to inform strategic choices and drive strategic alignment.
• Consistently demonstrate knowledge of and communication around the broader context around how service activities are connected to the hospital environment (e.g. acute care surgery, hospital IT & Security trends, high-utilization robotics programs).
• Effectively navigate the complexity of working across diverse organizational stakeholders to develop solutions that can effectively be executed across departments and the customer base.
• Create a shared need for strategic change, mobilize commitment to the strategy, and sustain strategic progress through measurable results.

Value Creation and Communication:

• Ensures customers understand the value of Intuitive’s Technical Support service ecosystem and that value is effectively realized through thoughtful service contract entitlements that meet customers’ needs.
• Partner with Sales leadership to represent Intuitive Technical Support Services in executive forums, customer events and service contract discussions.

Required Skills and Experience

General Management

• Minimum 15+ years of well-rounded Commercial (e.g. Service, Sales, Marketing, Operations) experience in positions of increasing responsibility, with preferred experience running multi-functional, distributed service teams.
• Minimum 4+ years managing Director level leaders in a multinational corporation, including leading large (>100 employee) teams.

Cross-Functional Leadership and Collaborative

• Exceptional leadership skills with experience leading in a large, matrixed environment; proven ability to communicate, inspire, motivate and provide professional development to team members and colleagues.
• Ability to build effective relationships with senior executives, peers, and subordinates, and aptitude in navigating cross-functionally to align the organization.
• Highly collaborative and able to work through influence and negotiations creating win-win outcomes with credibility and humility.
• Demonstrated ability to attract and retain a high performing team by leading with inclusion and diversity that will motivate people to produce their best work.

Communication and Change Management

• Demonstrated success leading the change management efforts required when introducing new processes and evolving the capabilities of an organization.
• Very strong verbal and written communication skills with the ability to simplify complex processes and communicate logical arguments in well-developed and presented presentations.

Strategic Thinking and Execution

• Strong business acumen, with the demonstrated ability to set forward a strategy, align staff around it and deliver effectively.
• Demonstrated success navigating complex business environments and driving efficient and effective execution.
• Considerable experience and comfort with building strategies and defending your ideas with data and evidence to influence key decision makers.
• Strong data-driven leader with deep expertise in how to analyze complex data and trends to discern appropriate signals, simplify learnings, and propose prioritized actions.

Required Education and Training

• BA or equivalent required, Advanced degree in business, healthcare, finance or medicine preferred

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.