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 reviewsOnsite 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
Qualifications
Required Skills and Experience
Skill/Job Requirements
Biomedical engineering or electrical degree, preferred
7+ relevant years of experience in medical device industry, required
3 years of direct field service experience in Intuitive or equivalent role, strongly preferred
Experience managing and leading a team, preferred
Familiarity of OR protocols, anatomic terminology and knowledge, preferred
Ability to multi-task and adapt to change without losing focus on priorities, required
Willingness to take on change and act as a change-agent, required
Excellent interpersonal and communication skills, required
Strong initiative in decision making and assumption of responsibilities, as well as the ability to think and act on one's own, required
Basic knowledge of computers and standard software applications (MS office, Word, Excel, PowerPoint, etc.) required
Ability to travel 75%+, required
Strong analytical and presenting ability, strongly preferred
Native level Japanese language ability, required
Strong English writing and reading skills and moderate verbal skills, required
Excellent English ability, preferred
Other Expectations
No direct field service responsibilities
Occasional overseas travel required
Need to step into individual roles and perform various tasks to meet customer requirements
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 ...
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