Field Service Manager – 2nd Shift

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee all service-related functions within the designated region.

• Lead and manage field-based direct reports while coordinating activities with both customer-facing and back-office teams.

• Engage with customers and team members in the field to provide coaching and mentorship to employees.

• Strengthen customer relationships and pinpoint opportunities to enhance the customer experience.

• Identify and recruit skilled employees.

• Mentor and develop team members to maximize their impact and fulfill their potential.

• Foster collaborative team environments based on trust, respect, and cooperation.

• Achieve consistent results and utilize data and metrics to monitor progress and overall business health.

• Report team performance to management through relevant metrics.

• Track resource utilization and suggest necessary adjustments.

• Ensure that the team's work adheres to quality standards, meets customer requirements, and complies with regulatory and contractual obligations.

• Ensure fulfillment of service contract commitments and communicate the value of Intuitive Service to customers.

• Provide escalation support to address significant account and customer issues.

• Maintain accurate documentation in customer, employee, and quality management systems.

• Collaborate with both internal and external commercial and ecosystem partners.

• Partner with Senior Field Service Leadership on process improvement initiatives to enhance efficiency, productivity, and performance.

⛳️ Requirements

• Bachelor’s Degree in mechanical, biomedical, electronics engineering, or a related field is preferred.

• 5 years of hands-on field experience as a field service representative.

• 3 years of managerial experience in the medical industry or a similar field is preferred.

• Familiarity with hospital operating room protocols and anatomical terminology is advantageous.

• Ability to manage multiple tasks and adapt to changes while maintaining focus on priorities.

• Strong skills in communication, influence, leadership, conflict resolution, and negotiation.

• Capable of working effectively within cross-functional project teams.

• High attention to detail, self-initiative, and a strong sense of ownership.

• Ability to prioritize and handle multiple competing deadlines and tasks.

• Exceptional written and verbal communication skills.

• Highly ethical, energetic character with a commitment to assisting customers.

• Proficient in computer usage and standard software applications.

• Willingness to travel 50%–75% of the time.

• May be subject to U.S. export controls, export licensing requirements, or a Technology Control Plan.

• Current proof of vaccination against specific diseases, including COVID-19, may be necessary.

🏝️ Benefits

• Remote work; employees will be required to come onsite when requested by leadership.

• Competitive base pay, incentives, benefits, and equity options.

• Reasonable accommodations available for qualified individuals with disabilities.

• Potential vaccination coverage/requirements for certain diseases, including COVID-19.

• Commitment to equal employment opportunities and anti-discrimination protections.