Manager, Product Support Engineering

Primary Function of Position

The Product Support Engineering Manager is responsible for providing operational and service engineering support of Intuitive’s Robotic System and Digital Platforms. The primary functions of this position are to lead a team of Product Support Engineers that support real-time field‑escalations, develop technical service content, and evaluate field-issues to drive product and process improvements. The Product Support Engineering Manager serves as a primary liaison between Intuitive’s internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing)

Essential Job Duties

• Provide vision, manage and support the Product Support Engineering team towards successful accomplishment of product service-development, integration and implementation.
• Work with senior management and internal customers to define product pillars, business goals & processes, operational strategies & metrics to provide best‑in‑class product and solutions support.
• Provides direct tier 3 escalation support as well as ensure team readiness to support tier 3 escalations and from internal customers (Field Service Engineers, Technical Support Engineers, Digital Support, Sales & Marketing), and drives resolution of technical issues through engineering
• Support robotic platform product development, integration, validation, documentation, and deployment strategies.
• Partners with Product Performance Engineering, Product Management, Services Business Systems, Services Program Management, Finance, and Analytics to identify, design, and deploy initiatives to streamline support and reduce the cost-to-serve
• Maintains subject matter expertise with respect to the servicing and maintenance of Intuitive product lines, as well as the underlying core business processes
• Leads and coordinates budget development, staff planning, organizational design, and strategy to anticipate and ensure readiness for future business needs
• Responsible for the forecast and scheduling of all team resources, assignment of projects and team deliverables, overall quality and completion of team deliverables in alignment with organizational launch timelines and regulatory requirements
• Develops and tracks appropriate control methods and key performance indicators (KPIs) to quantitatively measure team success
• Effectively takes a short- and long-range approach to achieving results: ensures the function and team consistently meet its targets, goals and objectives, while keeping an eye on the future and how current results affect and support future needs and evolutions
• Supports FDA and other internal/external regulatory audits as appropriate, including driving corrective or preventive actions for findings
• Administers Field Actions and other safety, regulatory, or compliance initiatives
• Supports professional development and growth of all direct reports, including managers and individual contributors