Nitin Rohilla
Intuitive Surgical India Pvt.Ltd.
New Delhi
2
Languages
1
Certification
16
years of professional experience
Technical Services Professional with 16+ years of experience in medical devices, surgical robotics, remote technical support, field service operations, and customer success. Proven track record of leading technical support initiatives, driving service excellence, improving operational KPIs, and managing cross-functional projects across global and regional teams. Experienced in technical escalation management, service analytics, process optimization, stakeholder engagement, and team development. Recognized for establishing scalable support functions, leading transformational initiatives, mentoring high-performing teams, and delivering exceptional customer outcomes within highly regulated healthcare environments.
Work History
Technical Support Engineer 4
3 Months- Lead remote technical support operations for the Da Vinci Surgical System across India, ensuring timely resolution of complex technical issues and high customer satisfaction.
- Serve as an escalation point for Field Service Engineers and support teams for critical system issues.
- Drive continuous improvement initiatives using service analytics, KPI reviews, and trend analysis.
- Develop operational dashboards and management reports supporting decision-making across service leadership teams.
- Lead technical enablement programs, training content development, and coaching initiatives for service personnel.
- Collaborate with global engineering, technical support, product quality, and field service teams to resolve complex customer issues.
- Support strategic initiatives related to remote support expansion, service transformation, and process optimization.
- Proactively monitor fleet health metrics and identify opportunities to improve service reliability and customer experience.
Technical Support Engineer 3
3 Years 11 MonthsTechnical Support Engineer 2
2 Years 1 MonthField Service Engineer 2
1 Year 8 Months- Installation and maintenance of Da Vinci Surgical Robotic System.
- Collaboration with clinical Team to support green field Accounts.
- Support CMC & ULSA Renewal in Intuitive Transition Period.
System Support Executive
5 Years 8 Months- Installation and maintenance of Da Vinci Surgical Robotic System across PAN India.
- Support CMC contract renewal process.
Field Service Engineer
11 Months- Installation & Servicing of Dialysis Machine.
- Provide Clinical & Technical support to customers in Delhi and Rajasthan Region.
- Clinical Application specialist & Post sales demo to the customer.
Field Service Engineer
9 Months- Installation & Servicing of Aloka Ultrasound Machine.
- Provide Clinical & Technical support to customers in Delhi and UP.
Education
Bachelor of Technology - Biomedical Engineering
Skills
Technical Service Leadership
Service Operations Management
Customer Escalation Management
Surgical Robotics Support
Service KPI & Dashboard Management
Process Improvement & SOP Development
Team Coaching & Mentoring
Cross-functional Leadership
SAP CRM& SF360 Implementation
Service Analytics (SQL
Tableau
Excel)
Customer Success & Service Excellence
Accomplishments
- Established and scaled the India DVSTAT support function, contributing to sustainable service growth and operational maturity.
- Led cross-functional collaboration with Intuitive Surgical’s global teams, driving Blueprint design and UAT execution for Technical Support SAP CRM, ensuring regional readiness and process alignment.
- Mentored new Technical Support Engineers and Field Service Engineers, accelerating onboarding effectiveness and technical competency development.
- Served as Project Lead for the SF360 initiative for the India DVSTAT team, overseeing planning, stakeholder coordination, for successful Implementation.
- Collaborated with Clinical and Service organizations to identify support gaps and develop standardized operating procedures that improved customer support effectiveness.
Key Projects
AWARDS
Performance Excellence Award For Best FSE -2018,
Leaders Circle - India: Business Partner Award - 2024,
MAD Award -2024
LANGUAGES
English
Hindi
Certification
Intuitive Surgical
- Gained technical training for Intuitive da vinci portfolio -S/Si/X/Xi/Dv5
- Advanced training for Dvstat Support
Timeline
Technical Support Engineer 4
Intuitive Surgical India Pvt.Ltd.
04.2026 - CurrentRead More
Technical Support Engineer 3
Intuitive Surgical India Pvt. Ltd.
04.2022 - 03.2026Read More
Technical Support Engineer 2
Intuitive Surgical India Pvt.Ltd.
02.2020 - 03.2022Read More
Field Service Engineer 2
Intuitive Surgical India Pvt.Ltd.
05.2018 - 01.2020Read More
System Support Executive
Vattikuti Technologies Pvt.Ltd.
09.2012 - 05.2018Read More
Field Service Engineer
Fresenius Medical Care India Pvt. Ltd.
09.2011 - 08.2012Read More
Field Service Engineer
Trivitron Healthcare Pvt. Ltd.
08.2010 - 05.2011Read More
Guru Jambheshwar University of Science and Technology
Bachelor of Technology from Biomedical Engineering
Read More