• Lead, mentor, and develop a growing team of Field Service Engineers to ensure exceptional customer service and technical excellence. • Build and scale field service processes, documentation, and best practices as the organization expands. • Forecast staffing needs and support hiring, onboarding, and training of new team members. • Provide performance feedback, support career development, and foster a culture of accountability and continuous improvement. • Collaborate cross-functionally with Engineering, Product, Quality, Sales, and Clinical teams to ensure robust, consistent field operations and to ensure all pipeline products are designed with serviceability in mind. • Deliver expert-level service, troubleshooting, repair, and maintenance of advanced surgical robotic systems at customer sites. • Serve as a technical escalation point for the team; resolve complex issues and guide root-cause analysis. • Support new system installations, upgrades, validations, and field testing of emerging technology. • Ensure timely service delivery, compliance with safety and regulatory requirements, and exceptional surgeon/hospital staff experience. • Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement. • Oversee service metrics such as uptime, response time, throughput, and customer satisfaction. • Manage inventory, parts forecasting, and service-related logistics within designated region(s). • Maintain accurate service records and ensure adherence to all service policies and procedures for yourself and your team. • Help drive readiness for product launches, new clinical indications, or expanded service territories.