Field Service Leader: Drive Team Performance & CX

Intuitive; Sunnyvale (CA); On-site; USD 120,000 - 190,000; Full time

Job summary

Intuitive is seeking a Field Service Manager to lead and coordinate field service teams, ensuring exceptional customer service and timely delivery of service activities across the region. The role involves coaching field staff, leveraging data to drive improvements, and collaborating with internal and external partners to meet service commitments.

The manager will spend significant time in the field with customers and team members to mentor staff, optimize operations, and uphold the highest

Responsibilities

• Identify and attract talented employees who raise the bar for the team
• Coach and develop employees to improve their impact and achieve their potential
• Create synergistic, collaborative team environments encouraging trust, respect and cooperation among team members
• Demonstrate ability to consistently deliver results
• Use data and metrics to track progress towards and achievement of desired results, and continuously evaluate and communicate business health
• Communicate team performance to management through metrics
• Monitor the use of resources and proactively recommend adjustments when suboptimal
• Demonstrate strong knowledge of day-to-day activities of their team and how those activities support the organization's goals
• Ensure team's work product is of the highest standards of quality, meeting customer needs and contractual obligations
• Ensure all Service Contract obligations and commitments are met and communicated to customers
• Provide escalation support to resolve key account issues expeditiously and effectively
• Ensure documentation is submitted accurately within customer management, employee management, and quality management systems
• Work collaboratively with commercial and ecosystem partners to ensure customer expectations are achieved
• Work with Senior Field Service Leadership on process improvement projects to maximize efficiency, productivity, and performance

Job description

Intuitive is seeking a Field Service Manager to lead and coordinate field service teams, ensuring exceptional customer service and timely delivery of service activities across the region. The role involves coaching field staff, leveraging data to drive improvements, and collaborating with internal and external partners to meet service commitments.

The manager will spend significant time in the field with customers and team members to mentor staff, optimize operations, and uphold the highest