Director, Field Service

Company DescriptionAt 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.Job DescriptionPrimary Function of Position:This key leadership role will lead a team of Field Service Managers, be responsible for developing Field Service strategies and efficiencies to meet customer needs and drive design for operational excellence. Their leadership presence will be felt daily by the team and in the business organization, reinforcing positive behaviors and actions. The Director will be actively engaged in the day-to-day running of the business, proactively finding opportunities to have a positive impact on the team and our customers ensuring service activities are performed and implemented per our service agreements and warranty obligations.Roles & ResponsibilitiesDevelop 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 SupportUsing Best-In-class service models, develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costsCollaborate with internal cross functional groups and regional sales teams throughout the EU to achieve World Class customer satisfaction and service levelsActs as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing his/her peopleEnsure 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 AccountsProven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisionsMonitors staffing requirements, strategically plans where resources will be required in the future to maintain service excellence while balancing operational costsPossess 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 clearProven ability to work across multiple divisions/departments and navigate across multiple competing prioritiesQualificationsSkills, Experience, Education, & Training:4-year degree in Electronics, Biomedical Engineering, Business Management, or directly relatable field preferredMinimum 7 years field experience working as a field service representative with 5 years as a manager/supervisor in the medical or related service industryProven track record of aligning resources to accomplish key objectives, establishing accountability by clearly conveying objectives, deadlines, and expectationsExcellent written and verbal communication skills with the ability to represent the function to internal/external key leaders/stakeholdersProficient knowledge with computers and standard software applicationsConsistently makes decisions aligned to a sustainable commitment to legal and regulatory complianceProven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolutionIn-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 baseHighly ethical, highly energetic character, with an ability to positively engage and collaborate with multiple levels of the organization and other departmentsWilling to travel up to 50%Intuitive is an Equal Employment 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.We will consider for employment-qualified applicants with arrest and conviction records in accordance with fair chance laws.Additional InformationIntuitive is an Equal Employment 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.We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR743.13(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.