Sr Manager, Service Operations

Primary Function of Position 

This position will be responsible for the management of the day-to-day production requirements for operations are maintained to support the RMA schedule. This role is responsible to maintain and report RMA metrics related to quality, on-time performance and RMA supervision

Essential Job Duties 

• Hire, train, develop, and motivate RMA personnel to follow procedures, meet high quality standards, repair schedules, and productivity requirements

• Update and revise Manufacturing Process Instructions to ensure that MPIs are accurate and complete

• Address line support issues as they arise

• Work closely with Product Support, Sustaining Engineering and other Departments to help with resolution of repair issues

• Document and report any variances, problems, issues, or concerns

• Provide RMA personnel with expectations and performance feedback weekly

• Drive improvements in safety, quality, production, and cost

• Deliver written quarterly performance reviews for RMA personnel

• In cooperation with Service Depot Director plan, supervise, drive improvement, and report RMA performance including output, yields, root cause failures, efficiencies, and trends

• Responsible for repair cost analyses, including trends, prognoses and recommendations.

• Provides repair cost reduction suggestions/projects and manages their implementation

• Ensuring correct quantities and cycle times of repaired parts

• Reviews and reports monthly operational expenses related to repair cost

• Manage the performance of the service operation cells with regard to repair cost, cycle time, and customer service

• Manage NPI and the addition of new FRU’s to support them

• Maintain and report on goals for RMA returns

• Maintain department operating procedures (DOP’s) and work instructions.

• Write and deliver quarterly performance reviews to all employees in RMA department

• Track and present results to senior level management within the Service Ops.

• Understand, train personnel, and enforce strict adherence to the applicable DOPs and SOPs of the Quality System

• Maintain up to date and accessible training records for MPIs and Quality System documents

• Assist in setting and attaining quarterly and annual goals

• Learn and enforce company safety policies and practices

Required Skills and Experience 

• Able to work independently in a fast paced environment with little supervision.

• Exhibit excellent oral and written communication skills.

• Proven ability to participate at projects with results to completion.

• Understanding of lean manufacturing,

• Proficient in the use of personal computers to perform daily work.  Familiar with the Microsoft Office suite of programs and MRP systems.  QAD and Agile experience preferred.

• Superb communication skills, including written and verbal instruction.

• The ideal candidate will have a love for a fast-paced and multi-focused work environment

Required Education and Training 

BS degree and 5+ years related experience, or equivalent combination of education and experience. Knowledge of general manufacturing practices is desirable.

Preferred Skills and Experience 

• Experience in the medical device industry is preferred, specifically in the area of high volume instrument manufacturing.

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 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.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

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

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

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 compensation ranges are listed.