Field Service Program 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.

Job Description

Primary Function of Position:

The Field Service Program Manager is responsible for leading, developing, and implementing key programs within US Field Service contributing to Field Service’s ability to deliver world-class service while achieving results by the most efficient and cost-effective means possible. The Field Service Program Manager collaborates with the Field Service leadership team and other internal teams to manage, develop, and continuously improve all high-level program initiatives for US Field Service.

Essential Job Duties:

• Manage the Field Service fleet vehicle program including, but not limited to:

  • Providing vehicle orders to expand or enhance the fleet.

  • Track vehicle maintenance to ensure all vehicles are maintained in accordance with the company’s fleet policy.

  • POC for field to report accidents, vehicle repairs, and rental vehicle assistance.

  • Ensuring all fleet drivers have up to date vehicle registration, fuel cards and insurance.

  • Providing reports to management on vehicle orders, maintenance and fleet progress.

  • Manage the personal use program and assist leadership with ensuring compliance to program policies.

  • Continuously assess and improve program performance.

• Manage the Field Service calibrated tools program including, but not limited to:

  • Ensure all Field Service Engineers, including new hires or transfers, possess proper and current calibrated tooling for each platform they are qualified for.

  • Ensure positive control of calibrated tools inventory, tracking replenishments, tool loss, and other data point as requested by Field Service leadership.

  • Collaborate with internal and external teams to field new calibrated tooling as required.

  • Continuously improve processes and procedures in place for the Field Service calibrated tools program

• Manage the Field Service tools program including, but not limited to:

  • Ensure all Field Service Engineers, including new hires or transfers, possess proper tooling for each platform they are qualified for.

  • Create, develop, and maintain inventory control records for all tooling that allows tracking of tool sets, replacements, and tool purchases.

  • Collaborate with internal and external teams to field new tooling as required.

  • Continuously improve processes and procedures in place for the Field Service tool program

• Manage the field service training and mentorship program including, but not limited to:

  • Ensure all Field Service and Support Engineers, including new hires and transfers, are scheduled for training as required, whether initial pipeline or follow-on system training

  • Ensure new Field Service and Support Engineers are enrolled in the mentorship program and track progress and completion of the mentorship program with assigned mentors and Field Service Managers

  • Collaborate with internal and external teams to ensure both training and mentoring programs are functioning as expected and recommend improvements where necessary or as directed by Field Service leadership.

  • Continuously improve processes and procedures in place for the Field Service training and mentorship programs

• Demonstrate strong, consistent knowledge of the day-to-day activities of managed programs and how those programs support the organization’s strategy and goals.

• Continuously improve current programs and assist in creation of new programs that support the organization’s needs and objectives as directed by Field Service leadership team.

• Evaluate and assess Field Service programs strengths and weaknesses.

• Meet with key stakeholders and provide presentations to leadership as required to discuss program status, goals, and progress.

• Demonstrate ability to consistently deliver results.

• Monitor the use of resources and proactively recommend adjustments when suboptimal.

• Collaborate with Field Service Leadership team on process improvement projects to maximize efficiency, productivity, and performance.

Qualifications

Required Skills and Experience

• 5–8 years of experience in Field Service, Quality, Post‑Market, or technical ops.

• Bachelor’s Degree in Engineering, Science, Quality, or related field preferred.

• Proven ability to influence Field Service leaders without direct authority.

• Confidence to challenge inconsistent execution and drive standardization.

• Ability to independently interpret data, identify trends, and translate insights into actionable field recommendations.

• Experience with data analytics tools (Tableau, Power BI, SQL, Python/R preferred).

• Familiarity of hospital protocols and operating room protocols preferred.

• Ability to multi-task and adapt to change without losing focus of priorities.

• Capable of working effectively in cross-functional project teams.

• Must possess strong attention-to-detail, individual initiative, and sense of ownership.

• Excellent written and verbal communication skills

• Highly ethical, highly energetic character, with a desire to help customers.

• Ability to travel up to 25% for meetings, training alignment, reviews or as directed by leadership.

Required Education and Training:

• None

Working Conditions

• Ability to obtain and maintain Vendor Credentialing for OR access.

• Compliance with vaccination requirements.

• Ability to travel nationally as required.

Preferred Skills and Experience

• Experience using AI‑driven quality tools or predictive analytics.

• Background collaborating with cross‑functional technical teams.

• Experience coaching technical field teams.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

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. 

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

This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate’s experience, knowledge and skills. Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.

• Shift: Day
• Max. Salary Region 2: 150100 USD
• Max. Salary Region 1: 176600 USD
• Ways of Working: Remote - This job will be remote and/or the job is designed to be performed outside of the office. Employees will come onsite when requested by the leader.
• Employee Type: Employee
• Min. Salary Region 1: 122800 USD
• Global Job Level (HCM): Professional 3 (9)
• Min. Salary Region 2: 104400 USD