Product Manager, Service System Maintenance

Job Title
Product Manager, Service System Maintenance

Job Description

Product Manager, Service System Maintenance

As our Hospital Patient Monitoring (HPM) Service Product Manager for System Maintenance, you will be critical in driving how system maintenance services, such as corrective maintenance, device spare management, device warranty, parts replacement, and preventative maintenance, including software upgrades/updates are offered to our customers. You will ensure that customers realize the value of our system maintenance product in clinical and technical use cases to create better outcomes. This role works closely with the Maintenance offer lead and system product managers, as well as regional marketing and service delivery roles. Focused on maintaining patient monitoring system software and hardware for customers and crafting the go-to-market strategy for system maintenance as part of a technology release or as a One Maintenance Offer Subscription to customers.

• Understanding Customer Needs: Just like in product management for physical goods, service product managers must deeply understand customer needs, preferences, consumption experience, and pain points. This involves gathering feedback, conducting market research, and analyzing data to identify opportunities for new services or improvements to existing ones.
• Service Design and Development: Work closely with cross-functional teams, including designers, engineers, marketers, and operations specialists, to conceptualize, design, and develop new services. This includes defining the service features, user experience, pricing strategy, and delivery channels.
• Lifecycle Management: Oversee the entire lifecycle of a service, from ideation to retirement, including sustaining. Continuously monitor performance metrics, gather customer feedback, and iterate on the service to ensure it remains competitive and aligned with customer needs.
• Go-to-Market Strategy: Responsible for developing go-to-market strategies to launch new services successfully. This involves coordinating with marketing, sales, and customer support teams to create messaging, positioning, and promotional campaigns that effectively communicate the service's value proposition to target customers.
• Revenue Optimization: Tasked with maximizing the revenue generated from services. This may involve pricing optimization, upselling and cross-selling strategies, bundling services with complementary offerings, and identifying monetization opportunities.
• Customer Success and Satisfaction: Ensuring customer satisfaction and success is crucial for service product managers. Monitor customer satisfaction metrics, address customer complaints and concerns, and proactively identify ways to enhance the overall customer experience.
• Risk Management and Compliance: Consider regulatory requirements, legal considerations, and potential risks associated with the service managed. Work closely with legal and compliance teams to ensure services comply with relevant laws and regulations.

• You've acquired 7+ years of experience in a product management role, focusing on product management of a Service and Software; practical experience and knowledge with lean startup, service field delivery role, product development, and patient monitoring system; experience with technical and clinical patient monitoring system delivery or maintenance in healthcare environments; experience with attribute-based product structure for definition and management is an advantage.

• Your skills include:
  • Agile Product Development processes (PDLM, PDLM-S, PSSGP, other)
  • Business model innovation experience or management of recurring revenue (consumption/subscription) type products
  • Ability to lead through influence and to work effectively with other leaders
  • Ability to collaborate effectively with global teams located around the world
  • Strong ability to creatively problem-solve and possess the ability to work independently and high level of self-initiative
  • Intellectual versatility, breaking down complexities, and willingness to continuously learn
  • Excellent communication and presentation skills
  • Understanding of business to technology mapping
• You have a Bachelor's degree in Business Management/Marketing, health science, and working experience in field service, maintenance deployment, or a related discipline.
• You must be able to successfully perform the following minimum Physical, Cognitive, and Environmental job requirements with or without accommodation for this position .

• Your experience includes different system maintenance management tools and systems (preferably Service Max, ServiceNow, and PSA systems); Experience and understanding of IT technologies; Experience in service or product ownership and management, service delivery, process management, project planning, and execution as well as a high degree of services process acumen and capability development, deployment, and management at a central level and across markets.

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