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Product Manager, Serviceability

Intuitive Surgical Sunnyvale, CA

Sunnyvale, CA

Today

$126k - $212k/yr Full time Business Analytics Customer Experience Product Analytics

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Job Description

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

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