Product Manager, Serviceability

Description

The role reports to the Director of Product Management, Global Services, and supports the design for serviceability (DFS) strategy by defining what service users need from products.

The role starts with digital and other products, reaching upstream in the design process. The product focus may shift over time based on top priorities.

You will assess service needs, collect feedback from inside the company and from customers, find unmet opportunities, and rank the improvements to design for serviceability. This covers both current products and new product development.

Responsibilities

• Own the DFS strategy and service user requirements for new product and sustaining development, so that installing, configuring, diagnosing, troubleshooting, monitoring, repairing, maintaining, and upgrading both software and hardware are efficient, scalable, and centered on the customer.
• Use analytics and financial evaluation to judge serviceability opportunities and decide where to focus across the changing product portfolio and global customer base.
• Build DFS business cases that show desirability, viability, feasibility, and ROI for each proposed solution. Work with leadership to win support and funding from the relevant stakeholders.
• Work 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 build business cases that back serviceability requirements and shape upstream design decisions.
• Work with service teams to collect, rank, and act on design for serviceability feedback.
• Create serviceability roadmaps that meet planned serviceability requirements and move the DFS strategy forward.
• Write service user requirements that fit product development timelines.
• Own the formal service user requirements documents and their approvals.
• Work with the other Product Managers for Serviceability to keep requirements aligned with strategic and operational performance goals.
• Learn how Global Services creates value and how upstream product decisions affect service delivery quality and scalability.
• Contribute to customer and service research, including voice of customer and voice of service input, to shape service user requirements.
• Join field rides, job shadowing, conferences, and other activities to keep your domain knowledge and your understanding of customer needs and service opportunities current.

Requirements

• At least 5 years of professional experience in medical device, biomedical engineering, field service, product management, quality engineering, product support engineering, product engineering, or an equivalent role.
• Experience in product management, continuous improvement, Lean/Six Sigma, or an equivalent discipline.
• Experience building business cases from qualitative and quantitative data to secure funding, resources, or project or program support.
• Experience investigating and defining complex problems before solutions are developed.
• Experience with market research, voice of customer feedback, voice of service feedback, or equivalent.
• Experience leading cross-functional teams, formally or informally, to deliver key initiatives.
• Critical thinking, attention to detail, and experience making data-driven decisions.
• Ability to build and present clear material to cross-functional audiences (internal and external), director and VP-level leaders, and global stakeholders.
• Ability to build relationships and work closely with key stakeholders.
• Excellent written and verbal communication.
• Results-oriented, able to set priorities and manage several initiatives and deadlines at once.
• Self-directed, and willing to ask for advice when needed.
• Strong knowledge of the MS Office product suite.
• A strong track record of taking strategic initiatives from concept to completion, and contributing to budget, resource, and financial planning for projects or programs.
• A bachelor's degree in a related field is required.

Conditions

MBA preferred.

The company and/or your customers may require current proof of vaccination against certain diseases, including COVID-19. Requirements can vary by role.

U.S. export controls may apply to some roles at the company Surgical for prospective employees who are nationals of countries under embargo or sanctions. Application information may be used to decide whether an export license or a Technology Control Plan (TCP) is needed. Licensing can take 3 to 6+ months and a TCP typically adds 2 weeks. Final offers for export-controlled roles depend on an approved license and/or executed TCP before the start date.

Qualified applicants with arrest and conviction records will be considered under applicable fair chance laws.

The role may be filled at a different job level than listed, depending on business need and the selected candidate's experience, knowledge, and skills. Pay is based mainly on the level the role is filled at and the candidate's qualifications, as allowed by law.