Service Operations Leader

2 weeks ago

Kennedy Space Center, United States Intuitive Surgical Full time

Service Operations Leader

Company Overview

At Intuitive Surgical, we are dedicated to our mission: we believe that minimally invasive procedures enhance the quality of care. Through innovation and advanced technology, we empower healthcare professionals to provide care without limitations.

As a trailblazer and industry frontrunner in robotic-assisted surgery, we are committed to cultivating a diverse and inclusive workforce, focused on making a significant impact. For over 25 years, we have collaborated with healthcare facilities and teams globally to tackle some of the most challenging issues in healthcare and push the boundaries of what is achievable.

Intuitive Surgical thrives on the contributions of talented individuals from various backgrounds. We recognize that great ideas can emerge from anywhere, and we strive to nurture an inclusive environment that values diverse perspectives and mutual respect. We prioritize inclusion and empower our team members to perform at their best as their authentic selves.

Our culture is driven by passionate individuals who aspire to make a difference. Our team members embody integrity, possess a strong willingness to learn, demonstrate the energy to accomplish tasks, and bring a wealth of real-world experiences that inspire innovative thinking. We actively invest in our employees to support their long-term development, enabling them to further our mission and reach their fullest potential.

Join a team dedicated to making significant advancements for a global network of healthcare professionals and their patients. Together, let’s enhance the realm of minimally invasive care.

Position Overview

The Service Operations Leader plays a crucial role within Intuitive Surgical, responsible for ensuring that we deliver outstanding and timely service to our clients through the management of all service-related activities within their designated region. This leader provides effective management and guidance to field-based team members while coordinating their efforts with other customer-facing and back-office personnel. Their teams consistently deliver exceptional service while achieving results through efficient and cost-effective methods.

This role involves engaging with customers and team members in the field to mentor employees, strengthen customer relationships, and identify opportunities for enhancing the customer experience. The individual in this position must exhibit a high level of business ownership, outstanding customer service, and exceptional communication skills.

Key Responsibilities

  • Identify and recruit talented individuals who elevate team performance.
  • Coach and develop team members to enhance their impact and realize their potential.
  • Create a collaborative team environment that fosters trust, respect, and cooperation.
  • Demonstrate a consistent ability to achieve results.
  • Utilize data and metrics to monitor progress and communicate business health.
  • Report team performance to management through relevant metrics.
  • Oversee resource utilization and recommend adjustments when necessary.
  • Maintain comprehensive knowledge of daily team activities and their alignment with organizational goals.
  • Ensure that team outputs meet the highest quality standards and comply with all regulatory obligations.
  • Guarantee adherence to all service contract commitments and effectively communicate the value of Intuitive Surgical services to clients.
  • Provide escalation support to resolve key account/customer issues promptly and effectively.
  • Ensure accurate documentation within customer management, employee management, and quality management systems.
  • Collaborate with commercial and ecosystem partners to meet customer expectations.
  • Work with senior leadership on process improvement initiatives to enhance efficiency and performance.

Qualifications

  • Preferred Bachelor’s Degree in mechanical, biomedical, electronics engineering, or a related field.
  • Minimum of 5 years of hands-on field experience as a service representative.
  • At least 3 years of managerial experience in the medical industry or a related field.
  • Familiarity with hospital operating room protocols and anatomical terminology is advantageous.
  • Ability to manage multiple tasks and adapt to changing priorities effectively.
  • Strong communication, leadership, conflict resolution, and negotiation skills.
  • Proficient in working within cross-functional project teams.
  • Attention to detail, initiative, and a strong sense of ownership are essential.
  • Excellent written and verbal communication abilities.
  • High ethical standards and a strong desire to assist customers.
  • Proficient in standard software applications and computer skills.
  • Willingness to travel as required.

Intuitive Surgical is an Equal Employment Opportunity Employer, committed to providing equal employment opportunities to all qualified applicants and employees, prohibiting discrimination and harassment of any kind.

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