Technical Services Manager

Primary Function of Position

• Embody Intuitive’s mission and values and support the expansion of solutions such as the da Vinci robotic surgery system.

• Responsible for providing technical support to customers, field engineers, and sales professionals, understanding customer needs and resolving issues.

• Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

• Gather and understand local requirements related to technical operations for dV systems, digital solutions, sterile reprocessing services, and collaborate as needed with the Product Support team and other corporate teams (e.g., Engineering, Quality) to ensure proper understanding and compliance with those requirements.

Essential Job Duties

• Contributing to patient safety and best possible procedure outcome and exceeding customer expectations and maintaining customer satisfaction to the highest possible level.

• Providing technical support to end-users and other ISI field service engineers and employees through system install, repair and troubleshooting, and effective set-up of sterile reprocessing services.

• Acting as a liaison for Service Operation to regulatory and marketing.

• Manage a team of Technical Support Engineers, including digital technical support and Sterile Reprocessing Services team to ensure the effective maintenance of systems, and timely training to customers for safe & effective upkeep of Instruments, Accessories & Endoscopes.

• Demonstrate advanced knowledge of policies, processes, procedures, and best practices.

• Drive key metrics and involve cross-functional projects and initiatives to support corporate/departmental goals.

• Own end to end responsibilities for effective execution of technical, digital & srs support to field teams

• Support the development of team members.

• Set team goals and assist in achieving them.

• Manage team resources to provide stable support.

• Remove obstacles for the team and facilitate progress.