Field Service Manager

Company Description

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

Lead and manage Regional Field Service operations to ensure uptime, availability, and service commitments for all installed systems. Deliver best-in-class customer satisfaction while enabling surgical program continuity, clinical adoption, and procedural growth. Maintain full compliance with service contracts, warranty obligations, and organizational standards, while developing and coaching a high-performance field service team.

Essential Job Duties

Operational Leadership

• Ensure compliance to contractual obligations (Preventive Maintenance, Corrective Maintenance, Complaint Resolution, Software/Hardware Upgrades, Spare Parts, System Uptime, etc.).
• Manage day-to-day service operations including service call allocation, priority management, FE deployment, issue escalation, and timely closure of service requests.
• Monitor and drive operational KPI performance: uptime %, PM adherence, time to respond, closure cycle, escalations, and customer satisfaction scores.
• Ensure Field Service documentation is accurate and timely (Field Activity Reports, CRM logs, RMA submissions, expense reports, travel forms, etc.).
• Lead regional service governance cadence: weekly FE reviews, monthly KPI reviews, escalation boards, and managerial updates.

Customer & Stakeholder Management

• Act as the principal service interface with hospital administration, biomedical engineering teams, surgeons, and partner stakeholders.
• Collaborate closely with Sales, Clinical Support, and Program Management to deliver seamless customer experience and procedural continuity.
• Own escalation management with accountability for proactive communication and action plans.
• Support hospital onboarding, equipment installation readiness, and first-procedure stability.

Service Contract & Commercial Alignment

• Ensure service contract renewals are tracked and actioned in a timely manner, with proactive customer engagement and follow-up.
• Provide support to Sales/Finance teams on accounts receivables linked to service, maintenance, or warranty extensions.
• Participate in customer contract discussions and renewal negotiations, aligning technical realities with commercial terms and service value delivery.
• Monitor installed base lifecycle and propose appropriate contract models/upgrades based on usage, uptime, and maturity.

People Leadership

• Mentor, coach, and develop Field Service Engineers—ensuring technical readiness, behavioral excellence, and safe operations.
• Lead competency development via targeted skill matrix, training curriculum, and certification pathways.
• Manage regional resourcing, hiring, succession planning, and geographic coverage to meet business needs.
• Build an accountable, customer-centric, high-performance culture.

Process Improvement & Governance

• Drive continuous improvements in service processes, productivity, FE utilization, and cost efficiency.
• Collaborate with engineering, quality, regulatory, and global service support to provide field insights, recurring failure trends, and CAPA recommendations.
• Champion hygiene practices in documentation, safety, compliance, and medical-device regulatory adherence as applicable in India.
• Contribute to strategic service planning to scale capacity with installed base growth and emerging clinical programs.

Inventory & Asset Control

• Monitor and manage regional spare inventories, service kits, and field tooling.
• Ensure FE adherence to inventory handling protocols, asset traceability, and return processes.
• Optimize inventory utilization and provide recommendations for stocking strategies.

Additional Organizational Support

• Support installations, demo programs, clinical initiatives, and product launches as required.
Participate in medical conferences, workshops, and marketing initiatives where service leadership is needed.

Required Skills and Experience

Experience & Functional Expertise

• Minimum 8+ years in customer-facing Field Service roles within medical devices, robotics, healthcare technology, or mission-critical systems.
• 3–5 years of experience managing or supervising technical/service teams (Team Lead / Regional Service Lead / Service Manager) preferred.
• Strong understanding of OR environments, biomedical engineering protocols, and clinical safety practices in Indian healthcare ecosystem.
• Proven experience in driving uptime metrics, escalation handling, and service delivery performance.

Leadership & Personal Attributes

• Excellent interpersonal and communication skills, especially in high-pressure clinical settings.
• Ability to influence internal/external stakeholders and manage sensitive customer environments.
• Strong decision-making ability; ownership mindset; ability to manage ambiguity and operational complexity.
• Customer-centricity with integrity, professionalism, and crisis-management capacity.
• Team leadership with skills in coaching, feedback, accountability, and performance management.

Technical Skills

• Proficiency in CRM / service ticketing platforms, MS Office tools, and basic data analysis.
• Knowledge of robotics, mechatronics, electromechanical systems, or medical device service preferred.
• Familiarity with clinical terminology and OR safety protocols is an advantage.

Key Competencies

• Service Leadership & Team Development
• Customer Experience & Program Enablement
• Escalation & Risk Management
• Operational Discipline & Compliance
• Data-Driven Problem Solving
• Service Contract Management & Commercial Alignment
• Continuous Improvement & Field Innovation

Qualifications

Required Education and Training

• Bachelor’s degree in engineering (Electronics / Biomedical / Mechanical / Computer Science).
• Master’s Degree or executive leadership credentials are an advantage.

Working Conditions

• Willingness to travel extensively across India (up to ~50%).
• Valid driving license with strong safety record.
• Role domiciled within the region or territory being supported.

Preferred Skills and Experience (As applicable)

Specific skills, knowledge, and experience that are not required to perform the job but are desirable:

• Experience managing multi-vendor service ecosystems in large hospital networks or tertiary care institutions.
• Exposure to robotic surgery ecosystems, high-acuity equipment, or high-uptime dependent devices.
• Prior involvement in commercial service expansions, revenue protection strategies, or service contract upsell/renewal cycles.
• Background in predictive maintenance models, remote monitoring, service automation, or digital field service technologies.
• Experience working with senior healthcare stakeholders (KOLs, hospital leadership, procurement boards).
• Familiarity with regional compliance frameworks related to medical devices, spare import handling, or warranty governance.
• Experience participating in cross-functional strategic planning or service capability scaling programs.
• Certifications in Lean, Six Sigma, project management, mechatronics, or biomedical instrumentation.

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.

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

Shift: Day