Job Description
Primary Function of Position:
This role is primarily responsible for leading the Product Performance Engineering and Data Science functions within the Global Services Innovation Team, including strategic planning, goal setting, performance management, and guiding and coaching individual contributors, while maintaining some individual responsibilities for mature platform product performance and Global Services' data science strategy.
Product Performance Engineering establishes and drives processes to quickly identify and resolve emerging and trending field issues before they meaningfully degrade the customer experience or cost-to-serve. The team achieves this across Intuitive's product portfolio 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; and (5) deployment of learnings, tools, or process improvements to customer-facing teams.
Global Services Data Science uses machine learning and advanced analytics to accelerate and expand Intuitive's world class predictive and proactive service capabilities, while supporting other critical Global Services initiatives.
Roles & Responsibilities:
- Responsible for leading and supporting a team of customer-oriented technical product experts who
- Use 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
- Synthesize product and service data to provide product performance insights and drive action
- 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 (i.e., improved resolution of issues at tier 0/1).,Such solutions could improve troubleshooting workflows, user interface, and hardware or software tools.
- Align with cross-functional teams to prioritize improvements based on field needs, customer experience impact, and economic justification
- Interface with product management and software development teams to incorporate proposed solutions
- Deliver improved fixed cost leverage for customer support teams while improving the customer experience
- Use data science, machine learning, and predictive analytics to create novel ways to utilize data, enhancing/expanding proactive support interventions, self-serve tools, and robotics program and Service insights
- Establishing team strategy and long-term vision
- Crafting well-defined team and individual goals, aligned to long-term strategy, and supporting the team in achievement of those goals with a high degree of accountability
- Leading cross-functional collaboration initiatives and leveraging the expertise of others to shepherd issues through investigation processes to solutioning
- Taking personal ownership of some product performance efforts for mature platforms as well as efforts to define and guide the Global Services' data science strategy
- Identifying and driving best practice within Product Performance Engineering and Data Science to improve consistency, rigor, and scalability of the functions
- Reinforcing and training to a repeatable framework for field data surveillance, opportunity discovery (based on root cause), prioritization, activation, etc.
- Standardizing the approach to hypothesis exploration
- Supporting team members' professional development and engaging in situational leadership
- Recruiting, hiring, and onboarding new team members