Product Manager, Diagnostics - Global Services

Intuitive; Sunnyvale (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Intuitive is seeking a Product Manager for Diagnostics within Global Services. You will define strategy and roadmaps for diagnostic technology used to service Intuitive products, enabling field service and support teams to troubleshoot and repair devices both remotely and on-site.

You will work with Field Service, Technical Support, Product Support, and software engineers to iterate on solutions and ensure alignment with business objectives, while developing proposals and technical requirements

Responsibilities

• Operate as the product manager for diagnostic service technology to ensure service professionals have the resources and tools required to diagnose technical issues with Intuitive devices.
• Maintain deep technical expertise regarding current methods for diagnosing technical product issues to identify pain points, inefficiencies, and opportunities to evolve diagnosis processes.
• Challenge the status quo as it relates to current and historical methods for diagnosing technical product issues, both remotely and on premise.
• Explore new approaches for diagnosing technical issues that streamline and speed up diagnosis, improve time to service proficiency, and strengthen IP protection.
• Develop long-term and mid-term roadmaps for diagnostic capabilities in support of that vision.
• Partner with on-premises and remote service platforms to surface new diagnostic innovations and ensure deployment across the product portfolio.

Job description

Job Description

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.