Field Service Manager
Intuitive
full-time
Posted on:
Location Type: Remote
Location: Colorado • Texas • United States
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Salary
💰 $131,200 - $188,800 per year
About the role
- Ensure Intuitive delivers exceptional, timely service to customers through the coordination of all Service-related activities within their Region
- Provide strong management and leadership of field-based direct reports and coordination of their activities with other customer-facing and back-office team members
- Visit customers and team members to coach and mentor employees, reinforce strong customer relationships, and identify opportunities to improve the Customer Experience
- Demonstrate a high degree of business ownership, exceptional customer service, and strong communication skills
- 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
- 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
- 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.
Requirements
- Bachelor's 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%
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
field service experiencemanagementcustomer serviceprocess improvementdata analysisquality managementresource managementcontract managementproject managementattention to detail
Soft Skills
communicationleadershipcoachingmentoringconflict managementnegotiationcollaborationinfluenceadaptabilityinitiative
Certifications
Bachelor's Degree in mechanical engineeringBachelor's Degree in biomedical engineeringBachelor's Degree in electronics engineering