Sr Product Performance Engineer

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

The Senior Product Performance Engineer is a key player in the Product Performance Engineering team that establishes and drives processes for ION, Xi and SP platforms to quickly identify and resolve emerging and trending field issues 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;

Roles & Responsibilities:

Senior Product Performance Engineer acts as a customer-oriented technical product expert, responsible for supporting ION, Xi and SP platforms by:

• Understanding system function, hardware, software and the data structure of all three 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 such as hardware, software, I&A usage
• 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.
• Align and advocate 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
• Use data and predictive analytics to create novel ways to utilize data, enhancing/expanding proactive support interventions, self-serve tools, and robotics program and Service insights
• Analyzing trends/patterns in field performance to highlight where escalated attention is needed or advocate cross-functionally for improvement areas
• Partnering with data analysts to constantly enhance how we analyze field data for quicker identification of trends in field performance and using data to communicate insights
• Partnering with design and clinical application engineering, and across service organizations to understand unique requirements and changing customer needs of new and evolving products

Qualifications

Skills, Experience, Education, & Training:

• Minimum Education: Technical degree in engineering, data analytics/science, or a related field; Master’s 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
• Effective 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.
• Solid analytic skills as proven by track record for investigating 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.

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.

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.