Product Manager, Serviceability

Intuitive•Sunnyvale, CA

9d•$125,500 - $212,400•Onsite

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. The role initially supports Digital and other products upstream, with the portfolio potentially changing over time to meet critical priorities. The Product Manager assesses service needs, gathers internal and customer feedback, identifies unmet opportunities, and prioritizes serviceability improvements for both existing products and new product development. The position develops serviceability business cases, roadmaps, and formal service user requirements, applying analytics and financial evaluation to guide priorities and demonstrate the desirability, viability, feasibility, and return on investment of proposed solutions. It collaborates with product, engineering, service, and leadership stakeholders to inform upstream design decisions and improve the efficiency, scalability, and customer focus of product installation, configuration, diagnosis, troubleshooting, monitoring, repair, maintenance, and upgrades. The role reports to the Director of Product Management, Global Services.

Requirements

Minimum 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 developing solutions.
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 key 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 awareness to proactively seek advice when needed.
Strong knowledge of the Microsoft Office product suite.
Track record of leading strategic initiatives from concept through completion, including contributing to budget, resource, and financial planning for projects or programs.
Minimum bachelor's degree in a related field.

Nice To Haves

MBA.

Responsibilities

Own design for serviceability strategy and service user requirements for new product and sustaining development.
Support efficient, scalable, and 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 focus across the product portfolio and global customer base.
Develop business cases demonstrating desirability, viability, feasibility, and ROI; partner with leadership to secure 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 technical experts to develop business cases and inform upstream design decisions.
Gather, prioritize, and act on design for serviceability feedback from Service teams.
Develop serviceability roadmaps that support planned requirements and advance the 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.
Participate in field rides, job shadowing, conferences, and other activities to maintain domain expertise and awareness of customer needs and service opportunities.