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Intuitive Surgical Customer Support and Services Manager Customer Service - Order Management - 120637  Description   Primary Function of Position: Provide strategic and tactical leadership for the delivery of world class service and support to customers in a highly advanced and rapidly growing industry. Roles and Responsibilities Collaboration within team to promote excellence in customer support, share ideas and knowledge, and contribute to the success of the organization Manage a team of 6-10 customer service representatives responsible for pre- and post- sales support of capital and consumable products. Develop and propose new and/or revised processes and metrics to support and reflect the strategic direction of the company Validate existing processes and metrics for all facets of operations and customer care. Review and analyze daily and weekly operations and customer care reports. Monitor operations performance and provide guidance and direction to direct reports. Recommends appropriate course of action to respond to customer complaints. Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments Manage all facets of customer retention including participating in the resolution of escalated customer issues. Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures Work cross-functionally to identify, drive, and maintain key business opportunities/requirements Select, develop, and evaluate personnel to ensure the efficient operation of the function. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Develop and maintain metrics to monitor department performance and effectiveness. Develop, evaluate and update procedures and processes to ensure regulatory and SOX compliance.

Qualifications

Requirements

• 6-10 years of experience working in Customer Service/Order Management environment with a minimum of 5 years in a management/supervisory position.
• Excellent leadership, communication, and analytical skills
• Ability to think strategically and deliver tactically
• Demonstrated ability to develop employees at all levels of the organization
• Solid understanding of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
• Experience with customer relationship management and software systems--SAP (ERP) and Clarify (CRM) a plus.
• Analytical, critical thinking skills and attention to detail are required
• Ability to lead cross-functional process teams.
• Strong ability to constructively challenge the process and make relevant and scalable improvements
• Enthusiasm, internal leadership, strong work ethic and a positive attitude
• Excellent oral and written communication skills.
• Flexible and able to work and thrive in a dynamic, fast pace work environment
• Able to make an impact at all levels of the organization
• Resourceful and innovative at tackling complex challenges in a timely matter
• Minimum travel required