Manager Services Industrial Engineering

Intuitive•Sunnyvale, CA

About The Position

The Services Industrial Engineering Manager leads the strategic integration of engineering, planning, and logistics to ensure field service teams have the critical hardware tools and components required for the maintenance and repair of Intuitive’s products. This position will lead a team of engineers in the design and release of service tools, establish Operational Level Agreements (OLAs) to streamline cross-functional workflows, and partner with analytics teams to develop data-driven dashboards that monitor equipment availability and optimize global service performance.

Requirements

Experience creating and maintaining operating and performance metrics in a supply chain or operations context.
Experience establishing OLAs or Service Level Agreements (SLAs) within a complex, cross-functional environment (e.g., Planning, Logistics, or Field Service).
Strong understanding of the design-to-release process for hardware tools or components, preferably within a regulated industry like medical devices or aerospace.
Proficiency in using data visualization tools (e.g., Tableau, Power BI) and analytics to build dashboards, track KPIs, and drive continuous improvement.
Demonstrated ability to optimize supply chain workflows and resolve inventory or tool availability bottlenecks.
Exceptional interpersonal skills with a track record of successfully influencing leadership and managing stakeholders across different business units.
Bachelor’s degree in industrial engineering, Supply Chain Management, or a related technical field.
Bachelor’s degree with 8+ years of experience or Master’s degree with 5+ years of experience in an engineering or operations role.
1–2 years in a leadership or supervisory capacity managing technical contributors.

Nice To Haves

Preferred experience in the medical capital equipment industry.
Ability in influencing peer managers and other non-direct reports.

Responsibilities

Collaborate with Planning and Logistics leadership to guarantee that hardware tools and field replaceable parts are consistently available for Field Service Engineers (FSEs).
Establish and maintain operational metrics and OLAs between Global Services, Planning, and Logistics to define clear performance expectations and workflows.
Optimize the lifecycle management of service tools, ensuring they are scalable and compliant with medical device regulations.
Partner with service analytics teams to design and implement automated dashboards that track tool availability, kit health, and supply chain bottlenecks.
Monitor cross-functional KPIs to ensure the Global Services business unit meets its uptime and repair efficiency targets.
Manage a team of two engineers dedicated to the design, testing, and global release of hardware tools to support new and sustaining products.
Foster a collaborative environment by providing technical guidance and professional development for direct reports.
Ensure timely update of tools and tool kit BOMs in Agile for end-of-life changes to components, new suppliers, or addition of new tool models.
Verify all service documentation (e.g. PMC, IQ/OQ/PQ, MPIs, etc.) related to field service tools is released and maintained in accordance with the ISI Quality System.