Service Contracts Administrator

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position

The Service Contracts Manager is responsible for overseeing the end-to-end management of service contracts for the company’s medical device portfolio. This role ensures all customer service agreements are accurately created, executed, monitored, renewed, and compliant with regulatory and company standards. The successful candidate will work cross-functionally with Sales, Finance, Legal, Service, and Operations teams to drive efficiency, profitability, and customer satisfaction.

Roles & Responsibilities

• Manage the full lifecycle of service contracts — creation, negotiation, activation, renewal, and termination.
• Ensure timely processing and accurate recordkeeping of all contract activities in ERP/CRM systems.
• Collaborate with Sales and Finance to prepare and validate service quotations and pricing proposals.
• Verify pricing structures and discounts align with company policies.
• Monitor contract performance, SLAs, and revenue recognition timelines.
• Ensure compliance with internal policies, ISO 13485, FDA, and other medical device regulations.
• Act as the main point of contact for customer and internal contract-related inquiries.
• Communicate contract terms, renewals, and updates proactively to clients.
• Identify and implement process improvements and digital tools for contract management efficiency.
• Produce reports and analytics on contract performance, renewals, and service revenue to support business planning.

Qualifications

Required Skills and Experience

• Bachelor’s degree in Business Administration, Finance, Contracts Management, or related field.
• 5–8 years of experience in service contract management, preferably in the medical device, healthcare, or regulated industry.
• Strong understanding of service agreements, pricing structures, and contract law fundamentals.
• Experience with ERP/CRM systems (e.g., SAP, Salesforce, Oracle) and contract management tools.
• Excellent attention to detail, analytical, and organizational skills.
• Strong communication and stakeholder management abilities.
• Ability to work cross-functionally in a fast-paced, compliance-driven environment.

Required Education and Training

• Contract Administration & Negotiation
• Financial & Commercial Acumen
• Customer Focus
• Regulatory & Quality Awareness
• Data Analysis & Reporting
• Process Optimization

Preferred Skills and Experience

• Certification in Contract Management (e.g., IACCM/WorldCC or NCMA).
• Familiarity with regulatory environments (FDA, EU MDR, ISO standards).
• Familiarity with post-market service models, service-level agreements (SLAs), and warranty extensions.
• Experience working in a matrixed global organization with regional service teams.

Additional Information

Intuitive is an Equal Employment 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.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

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.

Shift: Day