Technical Services Manager

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

📋 Description

• Uphold Intuitive’s mission and values while facilitating the growth of solutions like the da Vinci robotic surgery system.

• Tasked with delivering technical support to customers, field engineers, and sales representatives by comprehending customer needs and resolving issues effectively.

• Analyze processes and propose enhancements to boost overall team efficiency, thus ensuring exceptional customer support and satisfaction.

• Collect and comprehend local requirements regarding technical operations for dV systems, digital solutions, and sterile reprocessing services, collaborating as necessary with the Product Support team and other corporate divisions (e.g., Engineering, Quality) to guarantee a complete understanding and adherence to those requirements.

• Contribute to patient safety and optimal procedural outcomes while exceeding customer expectations and maintaining the highest levels of customer satisfaction.

• Provide technical assistance to end-users and other ISI field service engineers and staff during system installations, repairs, troubleshooting, and the effective setup of sterile reprocessing services.

• Serve as a liaison between Service Operation and regulatory and marketing teams.

• Oversee a team of Technical Support Engineers, including those focused on digital technical support and the Sterile Reprocessing Services team, ensuring efficient system maintenance and timely training for customers on the safe and effective care of Instruments, Accessories, and Endoscopes.

• Exhibit advanced knowledge of policies, processes, procedures, and best practices.

• Drive key metrics and engage in cross-functional projects and initiatives to support corporate and departmental objectives.

• Assume full responsibility for the effective delivery of technical, digital, and SRS support to field teams.

• Foster the professional growth of team members.

• Establish team objectives and assist in their attainment.

• Manage team resources to ensure consistent support.

• Eliminate barriers for the team and facilitate their progress.

⛳️ Requirements

• Bachelor's degree in Biomedical, Electronics, or Electrical Engineering, or five years of relevant job experience.

• 5 to 7 years of experience in a technical role demonstrating strong technical and clinical expertise for the complete Intuitive product line is required.

• A minimum of 3 years’ experience in a Technical Support role is strongly preferred.

• Proficient analytical, troubleshooting, and problem-solving skills are essential.

• Familiarity with OR protocols, anatomical terminology, and endoscopic equipment is necessary.

• Candidates must possess excellent oral and written communication as well as interpersonal skills.

• Ability to work independently with minimal supervision is required.

• Advanced knowledge of computers and standard software applications (SAP / MS Office) is a must.

• Proficiency in the English language, both written and spoken, is essential.

🏝️ Benefits

• Health insurance

• Professional development opportunities