Customer Program Specialist

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 Customer Program Specialist is responsible for coordinating a critical piece of the Intuitive Technology Training Pathway. This role primarily focuses on developing and enhancing stream-lined processes and building key cross-functional relationships for all customer programs. Coordinators consistently deliver the highest level of service to ensure the best possible customer experience with every interaction.

Roles & Responsibilities:

• Collaborate with Customer Training, Marketing and other groups to meet business needs and support program coordination through back-end set up, communications, registration, logistics, payments and follow-up.
• Manage approval flows and exceptions.
• Provide excellent customer service to both internal and external customers in all interactions through phone calls, emails, and in-person meetings.
• Manage event resources in business system to ensure accurate searchable data for sales.
• Identfy process improvements to drive operational efficiencies.
• Support new sales representatives on the registration request process in SalesForce.com
• Mentor new hires and on-board cross-functional teammates.
• Develop strong working relationships with various medical professionals including surgeons and hospital administration.
• Maintain critical documentation for standard operating procedures for key processes.
• Working knowledge of all programs and events that the group coordinates and be able to provide support wherever needed.

Qualifications

Skills, Experience, Education, & Training:

• Minimum bachelor’s degree or relevant work experience is required
• Minimum 3-year experience in biotech or medical device organization preferred.
• Ability to lead others by example through all interactions.
• Proven ability to develop and implement new processes to support evolving business needs.
• Ability to analyze complex situations and collaborate to find creative solutions.
• Demonstrated ability to work creatively amidst competing priorities to deliver programs on-time.
• Excellent organizational skills and ability to multi-task.
• Self-starter with ability to take ownership of responsibilities with minimal direction.
• Demonstrated ability to learn and adapt quickly in a dynamic environment.
• Superior verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groups.
• Proven ability to train others on new processes utilizing different mediums, phone, web-conference, or in person.
• Experience in MS Office Suite preferred.
• Working knowledge of CRM and ERP systems – SFDC and SAP a plus.
• Experience with database applications preferred

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.

Accommodation & Accessibility Notice:

Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at [email protected].

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.