Product Manager, Serviceability

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 design for serviceability (DFS) strategy and delivering service user requirements for Intuitive products. Initially, this role will support Digital and other products upstream. Over time, the products supported by this role may change, aligned to critical priorities. 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 DFS 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
Develop DFS business cases that demonstrate desirability, viability, feasibility, and ROI for the proposed solution. Partner with leadership to secure support and funding from relevant stakeholders and leadership.
Partner cross-functionally 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 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 that support planned serviceability requirements and advance design for serviceability strategy
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
Participate in field rides, job shadowing, conferences, and other activities to maintain domain expertise and awareness of customer needs and service opportunities
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
Working Conditions
None
Preferred Skills and Experience
MBA preferred

Employment type
Full-time

Work arrangement
No