Field Service Manager

Position Summary

This key managerial position is responsible for overseeing all field activities relating to Customer Experience & Services in connection with the installation, maintenance, and ongoing support of company products. Services account for about 20% of the company's revenue. We are seeking a seasoned professional who has the ability to manage daily service operations, communicate the value of services, and try to make sustainable differentiation to support continued market growth. As a strategic leader, you will lead the development and delivery of all service programs and initiatives applicable to the Korean region and will collaborate closely with colleagues from other departments. Essential areas of responsibility include people development, goal creation, change management, and ownership of results.

Roles and Responsibilities

This position has responsibility and authority for:

• Ensuring that the service team is contributing to the best possible patient safety and procedure outcome, exceeding customer expectations, and maintaining customer satisfaction to the highest possible level

• Managing day-to-day service-related business, including call management, call escalation, resource dispatch, problem accounts, and establishment of priorities

• Ensuring service activities are performed and implemented per service contract and warranty obligations

• Recruiting, training, and supervising Field Service Engineers as a people manager

• Driving timely resolution of field service issues and closure of customer communications

• Monitoring staffing requirements to ensure proper resources are in place to effectively support and resolve Field Service issues

• Working closely with the Commercial teams and other Intuitive departments to ensure customer expectations are met

• Driving improvements and change management in service processes and efficiencies

• Leading projects identified by Intuitive Management and driving them to successful completion

• Monitoring and regularly reporting to ISI required service metrics

Skill/Job Requirements

• Minimum Bachelor's degree or equivalent in Biomedical Engineering or Electrical/Electronic Engineering

• Minimum 10+ years of relevant Service Operations, Customer Support, and/or Field Service experience in the healthcare industry

• Strong business acumen, analytical thinking

• Strong understanding and working knowledge of service business processes & IT business system utilization (e.g., SAP CRM or Salesforce.com)

• Experience managing and leading a team as a people manager

• Familiarity with Surgery & O.R. protocols, anatomic terminology, and knowledge is a plus

• Ability to multitask and adapt to change without losing focus on priorities

• Excellent interpersonal and communication skills for customers and stakeholders

• Strong initiative in decision-making and assumption of responsibilities

• Excellent problem-solving and complaint-handling skills

• Base knowledge of computers, networks, and standard software applications

• Ability to travel extensively

• Excellent English verbal, written, and reading skills + local language as required

Intuitive는 고용 기회 균등 고용주입니다. 당사는 인종, 성별, 임신 여부, 성적 지향, 성 정체성, 출신 국가, 피부색, 연령, 종교, 국가 보훈 대상자, 장애 여부, 유전 정보 또는 연방, 주 또는 현지 관련 법률에 따라 보호받는 기타 모든 지위에 관계없이 자격을 갖춘 모든 지원자 및 직원에게 동등한 고용 기회를 제공하며 모든 유형의 차별과 괴롭힘을 금지합니다.

당사는 기회 균등법에 따라 범죄 및 유죄 판결 기록이 있는 고용 자격을 갖춘 지원자를 고려할 것입니다.