Product Manager, Serviceability

Job Description

Primary Function of Position 

This role will report to the Director of Product Management, Global Services. The Product Manager for Serviceability plays a key role in Global Services Solutions by supporting serviceability strategy and delivering service user requirements for Intuitive’s product portfolio. This individual will assess service needs, gather internal and customer feedback, identify unmet opportunities, and prioritize opportunities and improvements to design for serviceability. The individual will support design for serviceability for both current products and new product development.

Essential Job Duties 

• Operate as the Product Manager for serviceability strategy and service user requirements for new product and sustaining development to ensure efficient, scalable, and customer-centric methods for installing, configuring, diagnosing, troubleshooting, monitoring, repairing, maintaining, and upgrading software and hardware.
• Leverage analytics and financial evaluation to assess serviceability opportunities and prioritize focus across the evolving product portfolio and global customer base
• Partner cross-functionally with Services PMO, Services and platform Product Management, Product Support Engineering, Product Development Engineering, Product Performance Engineering, and other technical experts to develop business cases that support serviceability requirements and inform upstream design decisions
• Engage with Service teams to gather, prioritize, and act on design for serviceability feedback
• Develop serviceability roadmaps and supports alignment and funding for planned serviceability requirements
• Develop service user requirements aligned to product development timelines
• Manage/maintain formal service user requirements documentation and approvals
• Partner with fellow Product Managers for Serviceability to ensure requirements are aligned with strategic and operational performance goals
• Build understanding of the value of Global Services and the impact of upstream product decisions on service delivery excellence and scalability
• Contribute to customer and service research, including voice of customer and voice of service inputs, to inform service user requirements
• Participates in field rides, job shadowing, conferences, and other activities to maintain domain expertise and awareness of customer needs and service opportunities

Qualifications

Required Skills and Experience 

• Minimum 5 years professional experience in medical device, biomedical engineering, field service, product management, quality engineering, product support engineering, product engineering, or equivalent role
• Experience with product management, continuous improvement initiatives, Lean/Six Sigma, or equivalent
• Experience building business cases, using qualitative and quantitative data, to secure funding, resources, or project/program support
• Experience investigating and defining complex problems prior to solution development
• Experience with market research, voice of customer feedback, voice of service feedback, or equivalent
• Formal or informal leadership of cross-functional teams to implement/launch key initiatives
• Critical thinking skills, attention to detail, and experience with data-driven decision making
• Ability to develop and present impactful presentations for cross-functional audiences (internal and external), director/VP-level leadership, and global stakeholders
• Ability to build relationships and partner closely with key stakeholders
• Excellent written and verbal communication skills
• Results orientation with ability to prioritize and manage multiple initiatives and deadlines
• Self-directed with awareness to proactively seek advice when needed
• Strong knowledge of the MS Office product suite

• Strong track record of leading strategic initiatives from concept through to completion; contributes to budget, resource and financial planning for projects / program

Required Education and Training 

• Minimum Bachelor’s degree in a related field required

Preferred Skills and Experience 

• MBA 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.

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.