Job Description

Primary Function of Position

The Field Service Manager should be an exemplar of Intuitive's mission and values. We expect the FSM, and all of our teammates, to support the expansion of Intuitive solutions such as the daVinci robotic surgery system. To this end, the Field Service Manager will be responsible for services in a designated area with the primary objectives of serving our customers, building his/her team and taking care of the necessary administrative tasks. This person will be a key member of our field service leadership team.

Essential Job Duties

Goal Achievement – serving our customers

• Ensure that team is contributing to best possible patient safety and procedure outcome, exceeding customer expectation, and maintaining customer satisfaction to the highest possible level.
• Ensure that service calls are handled speedily, fully, and professionally while also acting with fiscal responsibility and making sure that resources are dispatched effectively.
  • Contract renewals
• • Annual Sterilization and Reprocessing site reviews
  • Onsite implementation
  • Field Service Orders (FSO)
  • Resource Planning
• Ensure that service activities are performed and implemented per service agreement / warranty requirements.
• Provide feedback and input into budget process as effects your area
• Review and understand KPIs for your area and make sure that staff needing correction receive support and performance leaders share best practices. Give regular monthly reports to superiors regarding performance.
• Formulate strategies to improve team performance, communicate with your team and make sure that actions are effective (PDCA)
• In emergency situations, provide direction to staff and report to superior as quickly as possible.
• Handle escalation customer complaints and problem accounts and report to superior
• Liaison with other departments (primarily clinical and capital sales teams as well as CS, SCM, SRS, dVSTAT, etc.) for your area and ensure that actions are aligned and good relationships are maintained.
• Support implementation of seminars in your area
• Take leadership in the implementation of new services / projects as needed
• In the case of recalls, customer trainings and other irregular activities, make sure that actions are taken speedily and fully.
• Provide input for budget requirements for your area

Professional development – building the team

• Support and lead quarterly regional / area field service meetings within your area or jointly with other FSMs
• Team performance updates
• Education and best practice sharing
• Company initiative explanation
• Team building
• Raise awareness for and make action plans to eliminate obstacles for your team to achieve their goals
• Perform regular performance reviews with your staff and evaluate CIP (Corporate Incentive Plan) for your staff
• Have regular meetings with your staff (1:1) with the goal of:
• Giving guidance regarding time management
• Handling outstanding issues and making sure that work rules / instructions are adhered to
• Develop and educate staff
• Identify potential next leaders and providing coaching
• Nominate staff for the MAD (Make A Difference) award, as applicable
• Conduct interview and act as hiring manager for new Field Engineers (FE) in your area
• Manage onboarding for new Field Engineers (domestic and overseas) and support OJT training plan as well as ongoing training requirements to ensure staff are technically proficient
• Monitor staffing requirements and resource assignment

Administrative work – making sure paperwork is done

• Processing various applications and approvals (HR, expenses, time cards, material reviews, etc.)
• Review of FSOs for staff and approval (FSM Review)
• Regular monitoring of progress and data analysis for your team using business analytics (Tableau), CRM and time card system. (Daily, weekly, monthly)
• Regular reporting to your superior on performance and issues
• Other various tasks necessary to manage your area as defined by the FS country manager