Job Description

Primary Function of Position:

The Senior Manager, Technical Services Business Systems is responsible for the strategy, delivery, optimization, and support of business systems that enable Global Services functions, including Field Service, Technical Support, Product Support, and Digital Technical Support teams. This role leads a team of business systems professionals (product owners and analysts) and partners closely with Global Services leadership, IT, and cross-functional stakeholders to deliver scalable, compliant, and efficient technology solutions.

The ideal candidate combines deep expertise in CRM platforms such as Salesforce, service management processes, and regulated system governance to drive operational excellence, customer experience improvements, and digital transformation initiatives across a global medical device organization.

This is a business role and not a solution (IT) role.

Roles and Responsibilities:

• Business Systems Strategy & Leadership
  • Define and execute the technology roadmap supporting Global Services organizations, including Field Service, Technical Support, Product Support, Digital Technical Support, and Service Operations.
  • Align business systems capabilities with organizational objectives, growth strategies, and customer experience goals.
  • Serve as a trusted advisor to Global Services leadership on technology investments, process optimization, automation, AI opportunities, and operational improvements.
  • Lead a global team of Business Systems Analysts, Administrators, and Product Owners responsible for service-related applications.
• Service Technology Ownership
  • Own the strategic direction, governance, and lifecycle management of CRM and related / integrated service technologies.
  • Drive enhancements and adoption of CRM capabilities supporting work order and case management, field service operations, technical support / digital technical support, and related customer communications.
  • Partner with enterprise architecture and IT teams to ensure scalable, integrated solutions across CRM, ERP, telephony, customer portals, knowledge management, and other integrated platforms.
  • Oversee system performance, reliability, release management, and continuous improvement activities.
• Service Process Excellence
  • Partner with Global Services leaders to standardize and optimize service processes across regions and functions.
  • Enable efficient workflows supporting incident management, complaint handling, technical support escalation, field service dispatch and execution, preventive maintenance, and service contract management.
  • Leverage business analytics and KPIs to identify improvement opportunities and measure business outcomes.
  • Promote best practices in technical and digital technical support, field service management, and service operations.
• Compliance & Validation
  • Ensure all business systems comply with applicable regulatory requirements, including FDA, MDR, ISO 13485, and company quality standards.
  • Lead system validation activities and maintain compliance with GxP, Computer System Validation (CSV), and data integrity requirements where applicable.
  • Partner with Quality and Regulatory teams during audits, inspections, and compliance reviews as required / needed.
  • Maintain documentation, change controls, risk assessments, and validation deliverables for regulated systems per IT process.
• Program & Portfolio Management
  • Manage a portfolio of service technology initiatives, balancing business priorities, resource constraints, and organizational goals.
  • Lead cross-functional projects involving process transformation, system implementations, integrations, and automation.
  • Establish governance processes for demand management, prioritization, and release planning.
  • Monitor project delivery, budgets, vendor performance, and business value realization with appropriate project management resources.
• People Leadership
  • Build, develop, and mentor a high-performing global Business Systems team.
  • Foster a culture of accountability, customer focus, continuous improvement, and collaboration.
  • Establish clear goals, performance expectations, and career development plans for team members.
  • Promote knowledge sharing and organizational capability development.

Qualifications

Skill/Job Requirements

• Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or related field or 10+ years of experience supporting enterprise business systems, CRM platforms, or service management technologies.
• 5+ years of people leadership experience managing technical or business systems teams.
• Experience supporting Field Service, Technical Support, Product Support, or similar organizations.
• Demonstrated success leading complex global technology initiatives and cross-functional teams.
• Experience operating within regulated industries, preferably medical device, healthcare, life sciences, or pharmaceutical environments.
• Knowledge of GxP, Computer System Validation (CSV), change control, and quality management processes.
• Strong stakeholder management, communication, and executive presentation skills.
• Experience with Field Service Management platforms, telephony integrations, knowledge management systems, and customer portals a plus
• Familiarity with AI-enabled service solutions, automation technologies, and analytics platforms.

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.

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.