IntuitiveField Service Manager
企業概要
At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.
Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.
Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.
求人内容
Position Summary
This key managerial position is responsible for overseeing all field activities relating to Customer Experience & Services in connection with the installation, maintenance, and ongoing support of company products. Services account for about 20% of the company's revenue. We are seeking a seasoned professional who has the ability to manage daily service operations, communicate the value of services, and try to make sustainable differentiation to support continued market growth. As a strategic leader, you will lead the development and delivery of all service programs and initiatives applicable to the Korean region and will collaborate closely with colleagues from other departments. Essential areas of responsibility include people development, goal creation, change management, and ownership of results.
Roles and Responsibilities
This position has responsibility and authority for:
Ensuring that the service team is contributing to the best possible patient safety and procedure outcome, exceeding customer expectations, and maintaining customer satisfaction to the highest possible level
Managing day-to-day service-related business, including call management, call escalation, resource dispatch, problem accounts, and establishment of priorities
Ensuring service activities are performed and implemented per service contract and warranty obligations
Recruiting, training, and supervising Field Service Engineers as a people manager
Driving timely resolution of field service issues and closure of customer communications
Monitoring staffing requirements to ensure proper resources are in place to effectively support and resolve Field Service issues
Working closely with the Commercial teams and other Intuitive departments to ensure customer expectations are met
Driving improvements and change management in service processes and efficiencies
Leading projects identified by Intuitive Management and driving them to successful completion
Monitoring and regularly reporting to ISI required service metrics
資格
Skill/Job Requirements
Minimum Bachelor's degree or equivalent in Biomedical Engineering or Electrical/Electronic Engineering
Minimum 10+ years of relevant Service Operations, Customer Support, and/or Field Service experience in the healthcare industry
Strong business acumen, analytical thinking
Strong understanding and working knowledge of service business processes & IT business system utilization (e.g., SAP CRM or Salesforce.com)
Experience managing and leading a team as a people manager
Familiarity with Surgery & O.R. protocols, anatomic terminology, and knowledge is a plus
Ability to multitask and adapt to change without losing focus on priorities
Excellent interpersonal and communication skills for customers and stakeholders
Strong initiative in decision-making and assumption of responsibilities
Excellent problem-solving and complaint-handling skills
Base knowledge of computers, networks, and standard software applications
Ability to travel extensively
Excellent English verbal, written, and reading skills + local language as required
その他の情報
Intuitive는 고용 기회 균등 고용주입니다. 당사는 인종, 성별, 임신 여부, 성적 지향, 성 정체성, 출신 국가, 피부색, 연령, 종교, 국가 보훈 대상자, 장애 여부, 유전 정보 또는 연방, 주 또는 현지 관련 법률에 따라 보호받는 기타 모든 지위에 관계없이 자격을 갖춘 모든 지원자 및 직원에게 동등한 고용 기회를 제공하며 모든 유형의 차별과 괴롭힘을 금지합니다.
당사는 기회 균등법에 따라 범죄 및 유죄 판결 기록이 있는 고용 자격을 갖춘 지원자를 고려할 것입니다.