Job 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.

Primary Function of Position

The Technical Support Senior Supervisor provides frontline leadership and day‑to‑day operational oversight for Technical Support teams supporting the da Vinci systems. This role is responsible for ensuring consistent execution of defined support workflows, adherence to quality and compliance standards, and timely identification and escalation of issues to the next-tier level support and management as appropriate. The Senior Supervisor focuses on daily performance management, team readiness, quality outcomes, and coaching to support employee development within established operational and scope boundaries.

Essential Job Duties

• Lead and develop Technical Support employees through coaching, feedback, and performance management

• Provide Technical Support phone coverage, including frontline phone support for Customers and Field Service Engineers. Responsible for complaint intake, documentation review, system log analysis, and escalation support in accordance with established procedures.

• Monitor operational performance across assigned shifts, teams, or workstreams against quality, accuracy, productivity, and service-level expectations; identify trends, root causes, and risks requiring action or escalation.

• Ensure adherence to support processes, escalation guidelines, and documentation standards.

• Coordinate cross-functional escalations to drive timely issue resolution.

• Support new-hire onboarding, training completion, technical readiness, and ongoing skill development; mentor team members toward expanded capability and progression.

• Conduct regular quality reviews and provide structured feedback aligned to documented standards and expectations.

• Identify and address performance gaps, staffing needs, and scheduling coverage requirements; provide adjustment recommendations to support business continuity and operational excellence.

• Ensure compliance with medical device quality systems, regulatory requirements, and complaint handling procedures.

• Partner with cross-functional teams to provide recommendations to improve processes, knowledge management, and operational effectiveness.

• Manage schedules, attendance, and workload allocation to support business needs.

• Communicate priorities clearly, reinforce expectations, and promote a culture of accountability, professionalism, and continuous improvement.

• Support change management related to process updates, tooling changes, or operational initiatives.

• Contribute to departmental and cross-functional projects and initiatives.

Qualifications

Working Conditions

Office‑based work in a call center environment involving extended periods of computer use and telephone communication.

Required Skills and Experience

3-5 years of experience as an Individual contributor in a Technical Support or Field Service role preferred.

• 1 year of prior experience leading teams in a regulated technical support, call center, or service operations environment preferred.

• Demonstrated experience with people management, coaching, and performance management.

• Strong understanding of escalation-based support models and operational workflows.

• Familiarity with medical device quality systems, compliance standards, and controlled documentation practices.

• Ability to interpret performance metrics and drive operational improvements.

• Excellent oral and written communication skills.

• Fluent in Spanish and English.

• Working knowledge of CRM platforms (preferably Salesforce) and standard Microsoft Office applications.

• Up to 50% travel required.

Required Education and Training

2-year degree required, or equivalent combination of education and experience in leading technical support, service operations, healthcare technology, biomedical engineering, or a regulated support

Additional Information

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.

Aviso sobre los Controles de Exportación de EE. UU.: De acuerdo con las Regulaciones de Administración de Exportaciones de EE. UU. (15 CFR §743.13(b)), algunos puestos en Intuitive Surgical pueden estar sujetos a controles de exportación de EE. UU. para candidatos que sean nacionales de países actualmente bajo embargo o sanciones.

Cierta información que usted proporcione como parte de la solicitud será utilizada para determinar si Intuitive Surgical necesitará (i) obtener una licencia de exportación del gobierno de EE. UU. en su nombre (nota: el proceso de obtención de la licencia puede tardar entre 3 y más de 6 meses) o (ii) implementar un Plan de Control de Tecnología (“TCP”, por sus siglas en inglés) (nota: normalmente este paso agrega 2 semanas al proceso de contratación).

Para cualquier puesto en Intuitive sujeto a controles de exportación, las ofertas finales están condicionadas a la obtención de una licencia de exportación aprobada y/o a la ejecución de un TCP antes de la fecha de inicio del empleado potencial, la cual puede o no ser flexible, y dentro de un plazo que no obstaculice de manera irrazonable la necesidad de contratación. Si aplica, los candidatos serán notificados e instruidos sobre cualquier requisito relacionado con estos fines.

Este puesto puede cubrirse con un nivel de puesto diferente al indicado aquí, según las necesidades del negocio y/o la experiencia, los conocimientos y las habilidades del candidato o la candidata seleccionado. La compensación se basará principalmente en el nivel del puesto en el que se cubra el rol y en las cualificaciones del candidato o la candidata, de conformidad con la legislación aplicable.