Senior Product Performance Engineer - Digital

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

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 interfa