Senior Product Performance Engineer - Digital
Senior Product Performance Engineer - Digital
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Primary Function of Position:
At Intuitive the needs of our customers are a key driver in our approach to service innovation.
The Senior Product Performance Engineer - Digital will play a role in Global Services Innovation to quickly identify and resolve emerging and trending field issues of digital products before they meaningfully degrade the customer experience or cost-to-serve. This is achieved through (1) information collection using machine data customer complaints service data etc.; (2) analysis to evaluate trends in product performance; (3) effective identification of contextual factors & root cause analysis; (4) collaboration with engineering teams to find and implement solutions proactively; and (5) deployment of learnings tools or process improvements to customer-facing teams;
In addition the Product Performance Engineer will work closely with digital product managers to support defining serviceability strategy and requirements for Intuitive s product portfolio including da Vinci and digital products. To achieve this the Product Performance Engineer will work closely with the Product Development teams Services Product Management Global Services Leadership Product Support Engineering Field Service Technical Support Engineering and Finance to understand and support data analyses and align them with Global Services needs and prioritize new or incremental improvements to serviceability. The role will support influencing and driving serviceability innovation for both current products and upstream for future products. This role offers a unique opportunity to positively impact the customer experience excellence and efficiency goals of both the Global Services and product platform teams.
Roles & Responsibilities:
Senior Product Performance Engineer Digital acts as a customer-oriented technical product expert responsible for supporting Intuitive s product portfolio including da Vinci and digital products by:
- Understanding da Vinci and Digital platforms hardware software and the data structure of all the platforms and their cross-functional teams
- Using insights gained from field complaint trends and partnerships with clinical design and software engineering teams to develop a deep understanding of the overall product performance and customer experience and effectively communicating this across all levels of leadership in the Services and partner organizations
- Synthesize product and service data to provide product performance insights and drive action. This includes log data manufacturing history usage information and other relevant performance details on emerging and trending complaints including understanding influencing factors
- Partner with data analysts and data engineering to continuously enhance data availability access analysis methods and insights for quicker identification of trends in product performance and streamlined communication of gaps/opportunities
- Rigorously pursue the root cause of issues and solution with clarity regarding the problem to be solved
- Drive solutions that enhance field knowledge advance processes improve efficient and effective responses to issues and that increase issue resolution in lower tiers of support. Such solutions could improve troubleshooting workflows user interface and hardware or software tools.
- Partner with services and platform Product Management Product Support Engineering Product Development Engineering and service technical experts to understand unique requirements and changing customer needs of new and evolving products support
- Deeply understand the value of Intuitive s services and the impact of upstream decisions on the short- and long-term Global Services strategy
- Engage with Service team during product launches to gather prioritize and action against serviceability feedback
- Align and advocate with cross-functional teams to prioritize improvements based on field needs customer experience impact and economic justification
- Analyzing trends/patterns in field performance to highlight where escalated attention is needed or advocate cross-functionally for improvement areas
Qualifications :
Skills Experience Education & Training:
- Minimum Education: Technical degree in engineering data analytics/science or a related field; Masters preferred
- Minimum 5 years of multi-disciplinary applied engineering experience or data science experience
- Proven ability to work in teams cross-functionally including leveraging expertise of others to solve problems
- Deep commitment to improving customer experience with equally deep commitment to the success and impact of team and team members
- Demonstrated track record of critical thinking and asking questions to get to the root of an issue and identifying patterns in the face of ambiguity and unclear ownership
- Strong interpersonal and communication skills
- Passionate about our mission to constantly make our products better
- Able to assist people in finding creative solutions around constraints.
- Able to communicate with teams from different disciplines to help translate information between organizations
- Sense of urgency to solve customer issues and disseminate learning
- Openness to creating new processes to solve novel issues.
- Strong analytic skills as proven by track record for analyzing complex problems
- Must be proficient in the use of Microsoft Office suite of applications
- Must be proficient with Snowflake SQL and Tableau
- Familiarity with Python and other SW languages is a plus
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
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
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 salary ranges are listed.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
