Manager Customer Service

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 pioneer and leading company in the field of 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. Job Description Primary Function of Position : Lead the Customer Service team, organize and manage activities to ensure a world class experience is delivered to external and internal customers, throughout the use of best practices and continuous process improvement. Responsible that the training activities are deployed in accordance to our needs and delivered on time and quality. Roles and Responsibilities : Manage in full autonomy a team of Customer Service representatives that are providing operational / business support to internal and external customers on company products and services. Exercise full management authority, including recruitment, employee development, Performance reviews, pay decisions, discipline actions.Identify and drive team goals in line with department goals. Ensure efficient operations and build a strong team culture. Responsible for employee training, including product knowledge, proper language / communication, and support of overall service requirements. Monitor staffing requirements to ensure adequate resources are in place to effectively support daily volume and satisfy customer needs. Manage all facets of customer retention including participating in the resolution of customer concerns and escalated issues. Participate to projects that will result in enhanced system capabilities, process improvements, and implementation of new Customer Service strategies. Develop and maintain key performance indicators to monitor team performance and effectiveness. Work cross-functionally to identify, drive, and maintain key business opportunities and requirements. Ensure smooth and efficient execution of initiatives such as product launches and field actions support. Ensure a solid business partnership with Customer Success, Sales & Marketing, Service management and other key support functions, to be "one face to the customer". Ensure that team performance is aligned with Customer Service Level Agreements as defined by Department Management. Ensure compliance with the QMS and SOX rules. Develop and distribute reports to internal and external management as necessary. Qualifications We are looking for an individual with high energy and focused on delivering excellent customer service. Someone who can inspire a multicultural team through highly effective communication and individual development opportunities. The ability to drive organizational efficiency with a collaborative and solution-based approach is a must. 6-10 years of experience working in Customer Service / Order Management / Supply chain environment with a minimum of 5 years in a management / supervisory position. Preferred experience in Medical Device, with strong analytical and computer skills (SAP knowledge a plus). Demonstrated success in project management. Strong knowledge of Quality management and Complaint handling. Excellent oral and written communication skills in English and Italian. Ability to participate and contribute to meetings with Company Executives, and present to large audiences. Flexible and able to work in a dynamic, fast paced work environment. Having worked in a US group is a plus. Able to work independently with minimal supervision. Minimal travel required ( 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. Export Controls Disclaimer : In accordance with the Export Administration Regulations (15 CFR §, some roles at Intuitive Surgical may be subject to export controls for prospective employeeswho 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 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’sstart 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. #J-18808-Ljbffr