Manager, Product Support Engineering

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

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

Required Skills and Experience

•Minimum 8 years of experience in Engineering Role as individual contributor and 2 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

•Bachelor’s 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.

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 employees
who 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 government’s 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 employee’s
start 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 candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s 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.

Accommodation & Accessibility Notice:

Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at [email protected].