Product Manager, Serviceability

Job Description

Primary Function of Position

This role will report to the Director of Product Management, Global Services. The Product Manager for Serviceability plays a key role in Global Services Solutions by supporting serviceability strategy and delivering service user requirements for Intuitive’s product portfolio. This individual will assess service needs, gather internal and customer feedback, identify unmet opportunities, and prioritize opportunities and improvements to design for serviceability.

The individual will support design for serviceability for both current products and new product development.

Essential Job Duties

• Operate as the Product Manager for serviceability strategy and service user requirements for new product and sustaining development to ensure efficient, scalable, and customer‑centric methods for installing, configuring, diagnosing, troubleshooting, monitoring, repairing, maintaining, and upgrading software and hardware.
• Leverage analytics and financial evaluation to assess serviceability opportunities and prioritize focus across the evolving product portfolio and global customer base.
• Partner cross‑functionally with Services PMO, Services and platform Product Management, Product Support Engineering, Product Development Engineering, Product Performance Engineering, and other technical experts to develop business cases that support serviceability requirements and inform upstream design decisions.
• Engage with Service teams to gather, prioritize, and act on design for serviceability feedback.
• Develop serviceability roadmaps and supports alignment and funding for planned serviceability requirements.
• Develop service user requirements aligned to product development timelines.
• Manage/maintain formal service user requirements documentation and approvals.
• Partner with fellow Product Managers for Serviceability to ensure requirements are aligned with strategic and operational performance goals.
• Build understanding of the value of Global Services and the impact of upstream product decisions on 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.
• Participates in field rides, job shadowing, conferences, and other activities to maintain domain expertise and awareness of customer needs and service opportunities.