Field Service Manager - 2nd Shift

Job Description

Primary Function of Position:

As a key people and team leader within Intuitive, the Senior Field Service Manager is responsible for ensuring Field Service delivers exceptional, timely service to customers through the coordination of all service-related activities within their Region. Senior Field Service Managers provide strong management and leadership of field-based direct reports and coordination of their activities with other customer-facing and back-office team members.

Their teams consistently deliver exceptional service while achieving results by the most efficient and cost-effective means possible. The Senior Field Service Manager spends time in the field visiting with customers and team members to coach and mentor employees, Field Service Managers, to reinforce strong customer relationships, and identify opportunities to improve the Customer Experience. The individual in this role must demonstrate a high degree of business ownership, exceptional customer service, coaching skills, and strong communication skills.

Essential

Job Duties:

• Identify and attract talented employees who raise the bar for the team
• Coach and develop employees to improve their impact and achieve their potential
• Create synergistic, collaborative team environments encouraging trust, respect and cooperation among team members
• Demonstrate ability to consistently deliver results
• Use data and metrics to track progress towards and achievement of desired results, and continuously evaluate and communicate business health
• Communicate team performance to management through metrics
• Monitor the use of resources and proactively recommend adjustments when suboptimal
• Demonstrate strong, consistent knowledge of the day-to-day activities of their team, and how those activities support the organization’s strategy and goals
• Ensure team’s work product is of the highest standards of quality, meeting customer needs and all regulatory/contractual obligations
• Ensure all Service Contract obligations and commitments are met and adhered to, and the value of Intuitive Service is communicated to and understood by customers
• Provide additional escalation support to resolve key account/customer issues are resolved expeditiously and effectively
• Ensure all documentation is submitted and accurate within customer management, employee management, and quality management systems.
• Work with Field Service Director to assist in developing a mentoring plan for junior Managers and/or underperforming Field Service Managers in customer and team management
• Provide coaching and mentoring in all items identified within the Field Service Manager job description, developing and delivering additional training, and in-person or remote training sessions for Field Service Managers
• Work collaboratively with commercial and ecosystem partners, both internal and external, to ensure customer expectations are achieved

• Prepare and distribute territorial reports and regional updates to Executive Leadership
• Drive the Field Service Management team on process improvement projects to maximize efficiency, productivity, and performance.
• Provide operational guidance to the Field Service Management team when implementing service policy and directives.
• Lead the Field Service Management team in development of Field Service specific content for Regional and World Wide Service Meetings.
• Lead weekly meetings of the Field Service Management team to ensure alignment across the organization.