Field Service Manager - 2nd Shift

Intuitive•Dallas, TX

About The Position

Primary Function of Position: As a key people and team leader within Intuitive, the Senior Field Service Manager is responsible for ensuring Field Service delivers exceptional, timely service to customers through the coordination of all service-related activities within their Region. Senior 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 Senior Field Service Manager spends time in the field visiting with customers and team members to coach and mentor employees, Field Service Managers, to 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, coaching skills, and strong communication skills.

Requirements

5 years hands-on field experience working as a field service representative
3-5 years as a manager in the medical industry or equivalent preferred
Familiarity of hospital operating room protocols, anatomic terminology and knowledge a plus
Ability to multi-task and adapt to change without losing focus of priorities
Strong leadership, conflict management and negotiation skills
Coaching Skills: demonstrated ability to develop competence in others through structured learning experience and feedback strategies
Capable of working effectively in cross-functional project teams
Must possess strong attention-to-detail, individual initiative, and sense of ownership
Ability to prioritize and smoothly manage multiple competing deadlines and tasks
Highly ethical, highly energetic character, with a desire to help customers
Excellent written and verbal communication skills
Proficient knowledge with computers and standard software applications
Exceptional written and oral communication skills
Comfortable working off hours with limited support
Excellent administrative and record keeping skills
Ability to lift 75 lbs. and move wheeled objects up to 1,200 lbs.
Clean driving record
Ability to obtain and maintain Vendor Credentialing approval for access to operating rooms
Compliance with all necessary vaccination requirements as mandated by the vendor credentialing process
Ability to travel 50% - 75%

Nice To Haves

6-9 years of Field Service Experience
5+ years of direct people leadership experience
Bachelor’s degree in related field or equivalent training/experience preferred
Proven track record of troubleshooting electro-mechanical systems
Ability to mentor Field Service Engineers in the proper performance of technical or administrative tasks

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 with Field Service Director to assist in developing a mentoring plan for junior Managers and/or underperforming Field Service Managers in customer and team management
Provide coaching and mentoring in all items identified within the Field Service Manager job description, developing and delivering additional training, and in-person or remote training sessions for Field Service Managers
Work collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved
Prepare and distribute territorial reports and regional updates to Executive Leadership
Drive the Field Service Management team on process improvement projects to maximize efficiency, productivity, and performance.
Provide operational guidance to the Field Service Management team when implementing service policy and directives.
Lead the Field Service Management team in development of Field Service specific content for Regional and World Wide Service Meetings.
Lead weekly meetings of the Field Service Management team to ensure alignment across the organization.