Sr Manager, Service Operations

Intuitive•Peachtree Corners, GA

About The Position

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive . As a global leader in robotic-assisted surgery and minimally invasive care , our technologies—like the da Vinci surgical system and Ion —have transformed how care is delivered for millions of patients worldwide. We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world. The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life. If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare , you’ll find your purpose here. Primary Function of Position This position will be responsible for the management of the day-to-day production requirements for operations are maintained to support the RMA schedule. This role is responsible to maintain and report RMA metrics related to quality, on-time performance and RMA supervision

Requirements

Able to work independently in a fast paced environment with little supervision.
Exhibit excellent oral and written communication skills.
Proven ability to participate at projects with results to completion.
Understanding of lean manufacturing, Proficient in the use of personal computers to perform daily work.
Familiar with the Microsoft Office suite of programs and MRP systems.
QAD and Agile experience preferred.
Superb communication skills, including written and verbal instruction.
The ideal candidate will have a love for a fast-paced and multi-focused work environment
BS degree and 5+ years related experience, or equivalent combination of education and experience.
Knowledge of general manufacturing practices is desirable.

Nice To Haves

Experience in the medical device industry is preferred, specifically in the area of high volume instrument manufacturing.

Responsibilities

Hire, train, develop, and motivate RMA personnel to follow procedures, meet high quality standards, repair schedules, and productivity requirements
Update and revise Manufacturing Process Instructions to ensure that MPIs are accurate and complete
Address line support issues as they arise
Work closely with Product Support, Sustaining Engineering and other Departments to help with resolution of repair issues
Document and report any variances, problems, issues, or concerns
Provide RMA personnel with expectations and performance feedback weekly
Drive improvements in safety, quality, production, and cost
Deliver written quarterly performance reviews for RMA personnel
In cooperation with Service Depot Director plan, supervise, drive improvement, and report RMA performance including output, yields, root cause failures, efficiencies, and trends
Responsible for repair cost analyses, including trends, prognoses and recommendations. Provides repair cost reduction suggestions/projects and manages their implementation
Ensuring correct quantities and cycle times of repaired parts
Reviews and reports monthly operational expenses related to repair cost
Manage the performance of the service operation cells with regard to repair cost, cycle time, and customer service
Manage NPI and the addition of new FRU’s to support them
Maintain and report on goals for RMA returns
Maintain department operating procedures (DOP’s) and work instructions.
Write and deliver quarterly performance reviews to all employees in RMA department
Track and present results to senior level management within the Service Ops.
Understand, train personnel, and enforce strict adherence to the applicable DOPs and SOPs of the Quality System
Maintain up to date and accessible training records for MPIs and Quality System documents
Assist in setting and attaining quarterly and annual goals
Learn and enforce company safety policies and practices