Product Manager, Digital Tech Support

About the job

Job Description

Primary Function of Position

The Product Manager, Digital Technical Support will play a role in Global Service innovation by defining service capability and service software solution strategy for our Digital Technical Support (DTS) team. To do so, they will work closely with the DTS team, Services Product Management counterparts, Global Services and Commercial Leadership, Product Support Engineering, Technical Solutions Consultants, Digital Implementation leadership, Technical Support Engineering, cross-functional software development teams, Intuitive Distributor Service leadership, and other critical global stakeholders. They will conduct market research, gather internal feedback, identify unmet customer and DTS needs, and design new or incremental improvements to Intuitive’s DTS capabilities, delivery mechanisms, and processes. This role offers a unique opportunity to contribute to both the Global Services’ goals and the goals of the product teams.

Essential Job Duties

• Operate as the Product Manager for DTS, partnering with critical business partners and stakeholders, to drive DTS innovation and ensure efficient, scalable, and customer-centric methods for supporting Intuitive’s digital product portfolio
• Maintain deep expertise regarding current methods for DTS service delivery to build a clear picture of the pain points, inefficiencies, and opportunities to evolve aligned support capabilities
• Translate DTS feedback, customer insights, and market research into roadmaps that align customer outcomes, the desired DTS experience, and business goals
• Develop user/product requirements for existing and planned service solutions/software
• Partner with software engineering, interaction design engineering, human factors engineering, and other internal partners to drive improvements to software used for service delivery, improving efficiency and the customer experience.
• Develop business cases for developing new features, capabilities, and service technology that demonstrate desirability, viability, feasibility, and ROI for the proposed solution. Partner with leadership to secure support and funding from relevant stakeholders and leadership.
• Support Global Services and product development as a DTS subject matter expert
• Engage with the DTS team during product launches to gather, prioritize, and action feedback for DTS service solutions/software
• Engage in conferences, customer visits, job shadowing, and other relevant activities to build and maintain subject matter expertise and familiarity with DTS, customer needs, and strategic opportunities
• Partner with leadership to conduct market research, as needed, to test hypotheses and support DTS needs with customer experience data
• Develop and track goals for identified priorities. Partner with leadership to ensure goals are aligned to business unit goals and corporate objectives.
• Perform other aligned duties as specified by Global Services Leadership