Field Service Manager 2nd Shift

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 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 Field Service Manager spends time in the field visiting
with customers and team members to coach and mentor employees 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 and strong
communication skills.
Roles and Responsibilities:
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 organizations strategy and goals
Ensure teams 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 :

Skills Experience Education & Training:
Bachelors Degree preferred in mechanical biomedical electronics engineering or equivalent
5 years hands-on field experience working as a field service representative
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
Strong communication influence leadership conflict management and negotiation skills
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
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
Ability to travel 50% - 75%
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 are an AA/EEO/Veterans/Disabled employer

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 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 employeeswho 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 governments 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 employeesstart 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.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidates experience knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidates qualifications consistent with applicable law.

Accommodation & Accessibility Notice:

Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process please contact People Services at

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.

Remote Work :

Yes

Employment Type :

Full-time