Technical Services Manager

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

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.

Qualifications

Required Skills and Experience

• Degree in Biomedical, electronics or electrical engineering and/or five years related job experience.

• 5 – 7 years of experience in a technical role exhibiting strong technical and clinical knowledge for the full Intuitive product line, required. 3+ years’ experience in a Technical Support position, strongly preferred.

• Effective analytical, troubleshooting and problem-solving skills, required.

• Familiarity with OR protocol, anatomic terminology, and endoscopic equipment.

• Candidate must have excellent oral / written communication and people skills.

• Ability to work independently with minimal direction.

• Advanced knowledge of computers and standard software applications (SAP / MS Office)

• English language proficiency in reading, writing and oral ability, required

Additional Information

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.

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. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.