Product Manager, Serviceability

Own the Design for Serviceability (DFS) product strategy and translate service needs into requirements that improve how customers install, operate, and support Intuitive systems.

Responsibilities

• Serve as the Product Manager for DFS strategy and service user requirements for new product and sustaining development
• Ensure serviceability methods for software and hardware are efficient, scalable, and customer-centric, covering: installing, configuring, diagnosing, troubleshooting, monitoring, repairing, maintaining, and upgrading
• Use analytics and financial evaluation to assess serviceability opportunities and prioritize focus across the product portfolio and global customer base
• Create DFS business cases demonstrating desirability, viability, feasibility, and ROI for proposed solutions
• Partner with leadership to secure support and funding from relevant stakeholders
• Coordinate 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
• Develop business cases that support serviceability requirements and inform upstream design decisions
• Gather, prioritize, and act on design for serviceability feedback from Service teams
• Build and maintain serviceability roadmaps aligned to planned serviceability requirements and DFS strategy
• Develop service user requirements aligned to product development timelines
• Maintain formal service user requirements documentation and manage approvals
• Align serviceability requirements with strategic and operational performance goals by partnering with fellow Serviceability Product Managers
• Advance understanding of the value of Global Services and how upstream product decisions impact 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
• Maintain domain expertise through field rides, job shadowing, conferences, and related activities

Requirements

• Minimum 5 years professional experience in one or more of: 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, and 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 and using voice of customer and voice of service feedback, or equivalent
• Formal or informal experience leading cross-functional teams to implement or launch key initiatives
• Critical thinking and strong attention to detail with data-driven decision making
• Ability to develop and present impactful presentations for cross-functional audiences, including director/VP-level leadership and global stakeholders (internal and external)
• Strong relationship-building skills and ability to 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 approach, proactively seeking advice when needed
• Strong knowledge of the MS Office product suite
• Track record of leading strategic initiatives from concept through completion, including contributions to budget, resource, and financial planning for projects/programs
• Minimum Bachelor’s degree in a related field required

Technology

• MS Office product suite

Location and Work Setup

• Sunnyvale, CA, United States (onsite)
• Workplace type: Set Schedule (onsite weekly; onsite percentage defined by the leader)
• Shift: Day

Compensation

• USD 125,500 - 212,400 per year
• Base Compensation Range Region 1: $147,600 USD - $212,400 USD
• Base Compensation Range Region 2: $125,500 USD - $180,500 USD

Preferred

• MBA preferred

Additional Information

• Due to the nature of the business and the role, Intuitive and/or customer(s) may require proof of current vaccination against certain diseases, including COVID-19
• U.S. Export Controls: some roles may be subject to U.S. export controls; final offers may depend on obtaining an approved export license and/or an executed TCP prior to start date
• Role may be filled at a different job level based on business need and 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