Product Manager, Diagnostics - Global Services

Primary Function of Position:

The Product Manager, Diagnostics - Global Services will be accountable for defining the strategy and solution roadmap for diagnostic technology used to service Intuitive products. This role is critical for ensuring that service professionals have the tools and information needed to troubleshoot performance issues, identify the root cause, and repair Intuitive products effectively and efficiently, both remotely and on premise.

This role will work closely with cross-functional teams, including Field Service, Technical Support, Product Support, Digital Customer Support, Global Services leadership, and product development teams to inform the strategic direction and product infrastructure for diagnostic capabilities and service technology roadmaps. Through collaboration with software engineers and other internal partners, the Product Manager will develop solution roadmaps and continuously iterate on those roadmaps based on user feedback, emerging customer needs, and business objectives. Responsibilities for this role include both upstream and downstream activities. Upstream, the Product Manager will create proposals to enhance or develop new features, draft business cases to support those proposals, and define technical requirements for diagnostic tools used by field-based teams. Downstream, they will consult on end-user training curriculum and marketing opportunities as a subject matter expert in diagnostic and service technology capabilities, key messaging, and claims.

The Product Manager will have an in-depth technical understanding of the Global Services technology, Intuitive products, and associated capabilities. This role offers a unique opportunity to contribute to goals set forth by Global Services Leadership and platform business units.

Roles & Responsibilities:

• Operate as the product manager for diagnostic service technology to ensure service professionals have the resources and tools required to effectively and efficiently diagnose technical issues with Intuitive devices.
• Maintain deep technical expertise regarding current methods for diagnosing technical product issues to build a clear picture of the pain points, inefficiencies, and opportunities to evolve diagnosis processes.
• Challenge the status quo as it relates to the current and historical methods for diagnosing technical product issues, both remotely and on premise.
• Critically and strategically explore new approaches for diagnosing technical issues that streamline and speed up diagnosis, improve time to service professional proficiency, drive efficiency and scalability for growth, and improve protection of Intuitive’s intellectual property.
• Develop a long-term strategic vision for diagnostic capabilities. Develop medium-term and short-term roadmaps for planned development in support of that vision.
• Partner with the Product Managers who own the on-premises and remote service technology platforms to surface new diagnostic innovations within those platforms.
• Partner with product development teams, software engineers, and system analysts to ensure planned diagnostic innovation requirements are scoped throughout the product pipeline to ensure consistent deployment of new diagnostic capabilities across the product portfolio.
• Work in partnership with the Services Product Managers, Product Performance Engineers, Product Support Engineers, Technical Support Engineers, and Digital Customer Support to define and deploy new diagnostic capabilities through existing and emerging service technology.
• Leverage knowledge of service professional and customer needs and market intelligence to outline challenges and opportunities and to inform solution definition.
• Partner with software engineering, interaction design engineering, human factors engineering, and other internal partners to drive effective solution design decisions.
• Develop business cases for developing new features, capabilities, and service technology that demonstrate the desirability, viability, feasibility, and ROI for the proposed solution. Use proposals to secure support and funding from relevant stakeholders and leadership.
• Develop and track goals and objectives for identified priorities with diagnostic capabilities and service technologies. Ensure goals are aligned to business unit goals and corporate objectives.
• Serve as a diagnostic subject matter expert for our partners such as the Service Leadership, product business units, training, and marketing teams.
• Provide subject matter expertise and strategic inputs to evaluate and prioritize new service technologies and capabilities.
• Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with Global Services, customer needs, and strategic opportunities.

Skills, Experience, Education, & Training:

• Requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years of experience and a Master’s degree; or a PhD without experience; or equivalent work experience
• Demonstrated technical experience with medical device diagnostics or the equivalent
• Demonstrated technical knowledge of the Intuitive’s products
• 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, 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
• Ability to travel 25%

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on
business need and/or on 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.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.