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.
Job Description
Required to reside in the Denver, CO area
Primary Function Of Position
As a key people and team leader within Intuitive, the Field Service Manager is responsible for ensuring Intuitive delivers exceptional, timely service to customers through the coordination of all Service-related activities within their Region. Field Service Managers provide excellent 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 Field Service Manager spends time in the field visiting with customers and team members to coach and mentor employees, reinforce excellent customer relationships, and identify opportunities to improve the Customer Experience. The person in this role must demonstrate a high degree of business ownership, exceptional customer service, and exceptional 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 steady, 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 collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved
Work with Senior Field Service Leadership team on process improvement projects to maximize efficiency, productivity, and performance.
Qualifications
Required Skills and Experience
5 years hands-on field experience working as a field service representative
Required Education And Training
Bachelor’s Degree preferred in mechanical, biomedical, electronics engineering, or equivalent
Working Conditions
Ability to travel 50%
Preferred Skills And Experience
3 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
Exceptional communication, influence, leadership, conflict management and negotiation skills
Capable of working effectively in cross-functional project teams
Must possess excellent attention-to-detail, initiative, and sense of ownership
Ability to prioritize and smoothly manage multiple contending deadlines and tasks
Excellent written and verbal communication skills
Highly ethical, highly energetic character, with a desire to help customers
Proficient knowledge with computers and standard software applications
Additional Information
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 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.
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 salary ranges are listed.
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 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.
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 salary ranges are listed.
Base Salary Range Region 1:$123,000 - $177,000
Base Salary Range Region 2: $110,700 - $159,300
Shift: Day
Travel: 50% of the time
Workplace Type: Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Medical Equipment Manufacturing
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