Job Description

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Company Description

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.

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Position Summary

This key senior management position is responsible for overseeing all India activities relating to Customer Experience & Services in connection with the installation, maintenance, and ongoing support of company products. Services represents approximately 20% of company revenue. We are seeking a seasoned professional with the ability to scale enterprise solutions in support of our continued market growth. As a strategic leader, you will provide direction for development and delivery of all Service programs and initiatives applicable to the India market and collaborate closely with peers in other departments as well as the APAC region. Essential areas of responsibility include people leadership and development, budgeting, change management, and overall management for responsible teams.

Roles and Responsibilities

Manage and direct the services team including development of leaders, goal setting, and goal tracking. Lead projects and initiatives focused on refining organization productivity and efficiency. Drive best practices to ensure consistent, high quality and repeatable performance. Key member of India leadership team. Ability to influence internal/external stakeholders on matters of significance including strategic plans, objectives and budget. Provide input into decisions on administrative and operational issues that ensures effective goal achievement. Establish collaborative working relationships and alignment with Sales, Marketing, Finance, Contracts and Engineering functions in support of meeting overall corporate and India business objectives. Leverage best-in-class service models to develop and deploy comprehensive strategies that include achieving service commitments, maximizing customer satisfaction, and optimizing operational costs. Attract, retain, and motivate a high-performance organization capable of delivering world-class levels of customer service and support. Develop team and establish succession plan to ensure effective future organizational growth. Build workforce plan to ensure proper resources are in place to effectively support and resolve customer issues.
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Qualifications

Skill/Job Requirements

Bachelor's degree or equivalent in relative field, required Master's degree in business administrative or related field, strongly preferred 12+ years of Operations, Customer Support and/or Field Service experience, required Strong business acumen, analytical thinker, initiative in decision making; ability to multi-task and adapt to change without losing focus of priority. Excellent interpersonal and communication skills, ability to influence at executive level across functions. Solid leadership skills and prior success building an organization with a track record of recruiting, motivating, and developing talent. A track record of milestone achievement, operational excellence and strong cross-functional skills. Strong understanding and working knowledge of SAP/CRM and Sales Force Information Systems. Excellent verbal and written communication skills. Fluent in English; other Asian languages a plus. Familiarity of O.R. protocols, anatomic terminology and knowledge a plus. Willing to travel up to 50% - 75%.

Other Expectations

Occasional overseas travel required
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Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.


We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

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