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Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position: The primary function of a Supervisor for Customer Training Support is to oversee a team of Customer Program Specialists who execute on all aspects of planning and logistics operations for Case Observations, Proctoring, and Customer Training Programs. The Supervisor reports into the Manager of Customer Training Support and is responsible for ensuring the necessary tasks are executed consistently and accurately to successfully deliver efficient coordination of all programs. They will play a crucial role in providing guidance, making strategic decisions, as well as have significant involvement in daily operational tasks, in accordance with business needs and management guidelines.

Essential Job Duties

Oversee workflow and supervise all aspects of planning and coordination of logistics for Case Observations, Proctoring, and Customer Training Programs Ensure the team focus areas, productivity, and task prioritization are in alignment with the department and company goals and objectives. Assist in identifying and driving department and corporate goals. Lead representation for the department within cross-functional discussions to drive priorities and needs of the team. Develop and maintain relationships with cross-functional stakeholders to understand program requirements while providing exceptional customer service. Collaborate with Marketing, Customer Training, Contracts and Vendor Maintenance teams to ensure any process changes and/or improvements are aligned and can be executed appropriately at the tactical level. Lead a team of Customer Program Specialists, providing guidance, training, and feedback. Provide guidance and support for the team when encountering any issues. Handle troubleshooting any escalations due to issues that may arise for any programs. Maintain department operating procedures (DOPs) and work instructions. Ensure that processes are followed and adhered to. Drive continuous improvement of processes. Analyze operations to assess and identify opportunities to enhance coordination and planning strategies. Provide post-event analysis and reports to evaluate the success of programs and identify areas for improvement. Responsible for the development of reports providing reliable information regarding status of planned goals, projects, and tasks. Organize and support training plans for new hires while adhering to company policies. Manage the team schedules ensuring that the business is covered. Support management in identifying staffing requirements to ensure adequate resources are in place to effectively support and provide value to our customers. Develop and distribute reports to internal and external management as necessary. Optimize department efficiencies through analysis of capacity, program volume and workload balance. Evaluate and provide annual feedback to employees to ensure performance standards are met through coaching and mentoring. Perform other projects or duties that may be assigned.

Qualifications

Required Skills and Experience

Excellent verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groups across all levels of the organization. Demonstrates analytical skillset and approach to identify and resolve problems. Demonstrates the ability to create excel spreadsheets and develop reports. Business process knowledge of event planning involving various logistical details. Proven ability to develop and implement new processes to support evolving business needs. Exceptional organizational and time management skills, able to handle multiple tasks autonomously and under pressure. Proven capabilities to develop and balance immediate long-term priorities with appropriate urgency to meet deadlines and exceptional multitasking skills. Be proactive in addressing issues, showing initiative and persistence to make significant changes, and embracing new ideas openly. Proven collaborator and ability to influence without authority, gaining support and trust across the organization to achieve agreed-upon business outcomes. Ability to lead others by example through all interactions. Demonstrated ability to learn and adapt quickly in a dynamic environment.

Required Education and Training

Minimum 5 year experience in biotech or medical device organization preferred. Minimum Bachelor’s degree or relevant work experience is required 

Working Conditions

Ability to productively work in a remote environment.

Preferred Skills and Experience  

Strong skillset in business systems and desktop applications (MS Office Suite, CRM, Salesforce, etc.)

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.

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