Director of Digital Technical Support - North America

Intuitive Surgical•Sunnyvale, CA

53d

About The Position

The Director of Digital Technical Support - North America is responsible for leading the US Digital Technical Support team, which provides assistance for all of Intuitive's digital products and services to customers, as well as Field Service and Commercial teams. This position involves directly managing a team of Digital Technical Support Managers. The director will be tasked with developing strategies and executing plans for the Digital Technical Support function, focusing on achieving operational excellence and enhancing the customer experience. The ideal candidate must demonstrate a high level of technical and business acumen, exceptional leadership abilities, and experience in collaborating with Field Service, Commercial, Product Support, and Engineering teams. Strong communication skills are also essential. Reporting to the Sr. Director, Technical Support - North America, the successful candidate will have a proven ability to build high-performing leadership and support teams that effectively navigate dynamic business growth while delivering impactful outcomes for customers.

Requirements

10+ years of experience in application, IT infrastructure, or technical support and management roles with a preference for experience with Technical Support, Field Service, or Product Support functions.
Demonstrated steady progression of scope of responsibilities with a minimum of 7 years in a management position in the medical or related service industry.
Bachelor's degree in Computer Science, Information Technology, or related fields required.
Proven track record of aligning resources to accomplish key objectives, establishing accountability by clearly conveying objectives, deadlines, and expectations.
Ability to lead leaders, with proven cross-functional collaboration and escalation management techniques.
Demonstrated success in managing complex, cross-functional projects and initiatives.
Ability to participate and contribute to meetings with company executives and present to large audiences.
Comfort with a work schedule that can be dynamic, including weekend training and holiday support.
Consistently makes decisions aligned with a sustainable commitment to legal and regulatory compliance.
Proven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolution.
Highly ethical, highly energetic character, with an ability to positively engage and collaborate across multiple levels of the organization and other departments.

Nice To Haves

Master's or MBA preferred.
Knowledge of HIPPA compliance is preferred.
Knowledge of complaint handling preferred.

Responsibilities

Ensures that the Digital Technical Support Team provides a world-class customer experience by efficiently resolving issues with empathy and proactively assisting customers in achieving their goals.
Facilitates and manages high-priority customer escalations, working together with various internal engineering departments and collaborating with commercial teams
Deeply understand complex end-to-end Digital Technical Support processes (e.g. complaint intake, proactive reviews). Identify, prioritize, and drive opportunities to enhance process efficiency, thereby improving the customer experience, increasing team productivity, and boosting the employee experience.
Leveraging highly effective support models, develop and deploy comprehensive plans to drive remote support capabilities, to achieve timely resolutions to customer issues, achieve service commitments, maximize customer satisfaction, and minimize operational costs.
Analyze and understand customer needs, utilizing operational, technical, financial, and customer experience data to inform priority initiatives and monitor team and individual performance.
Build and monitor staffing plans to ensure that adequate resources are in place to support daily operations and effectively meet customer needs.
Set aggressive targets for business output improvement, establish plans to achieve those targets, and measure performance to plan.
Drive timely resolutions of escalated field service issues.
Lead a high-performing Digital Technical Support organization that attracts, retains, and develops top talent.
Motivate and inspire Digital Technical Support team members and global cross-functional partners rooted in a strong vision for the function, the Intuitive mission, and culture.
Optimize organizational structure and capabilities to ensure strong functional expertise, clear development pathways, and optimal resource utilization.
Provide intentional mentoring and professional development for people managers that expand their leadership capabilities, accelerate their professional growth, and develop them to a point of independence, enabling the business to scale.
Lead by example through hands-on coaching of team members, including supervision of activities such as Talent Action Plans, bi-annual performance evaluations, quarterly performance job dialogues, and regular performance observation to ensure a culture of professional development.
Define the core skills and capabilities required for team member success and establish training programs to develop and measure the acquisition of these skills and capabilities.
Develop and maintain productive partnerships with cross-functional stakeholders, including Field Service, Post-Market Surveillance, Product Support, Digital Applications, Engineering, and Commercial teams, to effectively align projects and resources, drive continuous process improvement, and ensure key business strategies are executed efficiently.
Create a shared understanding of the need for strategic change, mobilize commitment to the strategy, and sustain strategic progress through measurable results.