Manager, Product Support Engineering

Primary Function of Position

The Product Support Engineering Manager is responsible for providing operational and service engineering support of Intuitives 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 Intuitives 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

Qualifications :

Required Skills and Experience

Minimum 8 years of experience in Engineering Role as individual contributor and 1-3 years as people manager (or equivalent experience) supporting service organization required.

Minimum 8 years of experience in the Medical Capital Equipment industry preferred.

Possesses effective analytical troubleshooting and problem-solving skills.

Proven record of supporting products in market acting as project/technical leader on behalf of service.

Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.

Experience working in a regulated environment; familiar with Medical Device Regulations CFR & ISO requirements preferred.

Possess excellent written/oral/technical communication ability with strong interpersonal skills and effective working in cross-functional and remote team environments.

Required Education and Training

Bachelors degree in Engineering discipline or equivalent experience required. Biomedical Mechanical Systems Engineering preferred.

Preferred Skills and Experience

• Familiarity with relational database management systems (RDBMS) such as SQL Server desired.

• Experience with scripting languages (e.g. Python Matlab PowerShell etc.) version control tools (Git) and Atlassian toolset (e.g. JIRA Confluence) preferred.

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidates experience knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidates qualifications consistent with applicable law.

We provide market-competitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target base compensation ranges are listed.

Remote Work :

No

Employment Type :

Full-time