Field Service Manager - 2nd Shift

Intuitive; Sunnyvale (CA); In loco; USD 120.000 - 190.000; Tempo pieno

Descrizione del lavoro

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

Mansioni

• 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

Descrizione del lavoro

Job Description

Primary Function of Position:
As a key people and team leader within Intuitive, the Field Service Manager is responsible for ensuring
Intuitive delivers exceptional, timely service to customers through the coordination of all Service-related
activities within their Region. Field Service Managers provide strong management and leadership of
field-based direct reports and coordination of their activities with other customer-facing and back-office
team members. Their teams consistently deliver exceptional service while achieving results by the most
efficient and cost-effective means possible. The Field Service Manager spends time in the field visiting
with customers and team members to coach and mentor employees, reinforce strong customer
relationships, and identify opportunities to improve the Customer Experience. The individual in this role
must demonstrate a high degree of business ownership, exceptional customer service, and strong
communication skills.

Roles and 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, consistent knowledge of the day-to-day activities of their team, and how those activities support the organization's strategy and goals
• Ensure team's work product is of the highest standards of quality, meeting customer needs and all regulatory/contractual obligations
• Ensure all Service Contract obligations and commitments are met and adhered to, and the value of Intuitive Service is communicated to and understood by customers
• Provide additional escalation support to resolve key account/customer issues are resolved expeditiously and effectively
• Ensure all documentation is submitted and accurate within customer management, employee management, and quality management systems.
• Work collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved
• Work with Senior Field Service Leadership team on process improvement projects to maximize efficiency, productivity, and performance.