Product Manager, Serviceability

Intuitive•Sunnyvale, CA

About The Position

The Product Manager for Serviceability supports Global Services Solutions by shaping design for serviceability (DFS) strategy and delivering service user requirements for Intuitive products. Initially, the role supports Digital and other products upstream; the products supported may change over time to align with critical priorities. The Product Manager assesses service needs, gathers internal and customer feedback, identifies unmet opportunities, and prioritizes serviceability improvements for both current products and new product development. The role develops serviceability strategies, roadmaps, requirements, and business cases, using customer and service insights as well as qualitative, quantitative, and financial analysis. It partners with cross-functional teams and leadership to influence upstream design decisions, secure support and funding, and enable efficient, scalable, customer-centric installation, configuration, diagnosis, troubleshooting, monitoring, repair, maintenance, and upgrades of software and hardware. The position reports to the Director of Product Management, Global Services.

Requirements

At least 5 years of professional experience in medical device, biomedical engineering, field service, product management, quality engineering, product support engineering, product engineering, or an 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 before 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 or launch initiatives.
Critical thinking, attention to detail, and experience with data-driven decision-making.
Ability to develop and present impactful presentations to cross-functional audiences, director/VP-level leadership, and global stakeholders.
Ability to build relationships and partner closely with key stakeholders.
Excellent written and verbal communication skills.
Results-oriented, with the ability to prioritize and manage multiple initiatives and deadlines.
Self-directed, with the awareness to proactively seek advice when needed.
Strong knowledge of the MS Office product suite.
Track record of leading strategic initiatives from concept through completion and contributing to project/program budget, resource, and financial planning.
Bachelor’s degree in a related field.

Nice To Haves

MBA.

Responsibilities

Lead DFS strategy and service user requirements for new product and sustaining development, promoting efficient, scalable, customer-centric methods for installing, configuring, diagnosing, troubleshooting, monitoring, repairing, maintaining, and upgrading software and hardware.
Use analytics and financial evaluation to assess serviceability opportunities and prioritize across the evolving product portfolio and global customer base.
Develop business cases that demonstrate desirability, viability, feasibility, and return on investment; partner with leadership to obtain stakeholder support and funding.
Collaborate with Services PMO, Services and platform Product Management, Product Support Engineering, Product Development Engineering, Product Performance Engineering, Global Services stakeholders, and other technical experts to develop business cases and inform upstream design decisions.
Engage with service teams to gather, prioritize, and act on design-for-serviceability feedback.
Develop serviceability roadmaps that support planned requirements and advance DFS strategy.
Develop service user requirements aligned with product development timelines.
Manage and maintain formal service user requirements documentation and approvals.
Coordinate with fellow Product Managers for Serviceability to align requirements with strategic and operational performance goals.
Build understanding of Global Services’ value and how upstream product decisions affect 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.
Participate in field rides, job shadowing, conferences, and other activities to maintain domain expertise and awareness of customer needs and service opportunities.
Contribute to budget, resource, and financial planning for projects or programs and lead strategic initiatives from concept through completion.