At Intuitive, 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. Our mission is our guiding force; our culture is the DNA that makes us unique.
As a pioneer in robotic-assisted surgery (RAS), we have been expanding our innovations through technology to help make a difference in the world. For 25 years, human ingenuity has guided our journey to help solve some of healthcare's complex challenges.
We believe a great idea can come from anywhere-inclusion and mutual respect are vital to our culture. We value character grounded in integrity, a strong capacity to learn, the energy to get things done, and diverse 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 strive to 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 help to advance the world of minimally invasive care.
Primary Function of Position:
The Ion™ endoluminal system is Intuitive's robotic platform for minimally invasive biopsy in the peripheral lung, with an initial goal of improving the early diagnosis of lung cancer. We are seeking a candidate with an analytical mind and exceptional cross-functional leadership to drive evolution of our field service expertise and processes to better serve our customers. This role establishes processes to quickly and accurately support field issues from occurrence through resolution including information collection, effective triage of issues, collaboration with field and engineering teams, and synthesis of learning to build knowledge within field teams. This role utilizes the insights gained from trending field performance and close partnerships with customer-facing teams to develop an understanding of the customer experience and with engineering teams to understand the technical details of how the Ion platform performs in the field.
Roles & Responsibilities:
Responsible for using insights gained from field complaint trends and partnerships with clinical, design, and software engineering teams to develop a deep understanding of the overall Ion customer experience
Actively reviewing, triaging, and consolidating information (log data, history, other relevant performance details) on all complaints (including hardware failures, software errors, "phone fix", I&A, usage-related) to propel effective investigation and resolution
Collaborating cross-functionally and leveraging the expertise of others to shepherd issues through investigation processes and help prioritize based on field needs, driving next steps and customer resolution
Analyzing trends/patterns in field performance (by customer, issue, etc.) to highlight where escalated attention is needed or advocate for improvement areas
Asking questions to get to the root of an issue and to determine opportunities to support increased field knowledge/processes for improved future response (including updates to troubleshooting workflow, recommendations for UI updates, hardware or software tools, etc.)
Synthesizing findings and feeding back through closed loop processes to institutionalize learning across the organization for improved response to future issues
Identifying gaps and developing solutions where service processes and tools should evolve to ensure more consistent, expeditious field resolution
Skills, Experience, Education, & Training:
Minimum Education: technical degree such as engineering or data analytics
Minimum 5 years of multi-disciplinary applied engineering experience
Proven ability to work in teams and to work cross-functionally - including leveraging expertise of others to solve problems.
Demonstrated track record of critical thinking and asking questions to get to the root of an issue and identifying patterns in the face of ambiguity and unclear ownership
Strong interpersonal and communication skills:
Passionate about our mission to constantly make our products better
Able to assist people in finding creative solutions around constraints.
Able to communicate with teams from different disciplines to help translate information between organizations
Sense of urgency to solve customer issues and disseminate learning
Openness to creating new processes to solve novel issues.
Strong analytic skills as proven by track record for analyzing complex problems
Must be proficient in the use of Microsoft Office suite of applications
Familiarity with SQL and Tableau is a plus
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.
