Service Marketing Manager

Primary Function of Position:

The Service Marketing Manager, in partnership with the European Marketing and Services team, will develop and drive the European Services promotional strategy and serve key analytics for Portfolio offerings. The Service Marketing Manager will complete the analysis, planning, go-to-market plans, and achievement of European BU goals for the Service & Product Business Unit.  The Services Business Unit encompasses service maintenance for capital medical equipment and customer experience products like self-service portals, technical support, consulting, ordering and support for devices including reprocessing & sterilization support. This person will report directly to Product Portfolio leader as part of the European Marketing organization. The Marketing Manager will launch new services and related capital products, promote the value and competitive differentiation of Intuitive Services, and identify unmet European customer needs that influence the European Portfolio strategy. This uniquely positioned role has the opportunity to work closely with European services, marketing, sales, corporate Product Portfolio team and customers in hospital operations at an exciting, fast-paced, dynamic company.

Roles and Responsibilities:

• Own European marketing and product management for the Intuitive Services portfolio including service maintenance packages and pricing, customer portal, portfolio operating systems delivery and support services.
• Execute on analysis to drive European marketing of services, including, but not limited to: positioning, value messaging, portfolio operating systems rollouts, pricing, reviewing market share, and conducting market research.
• Develop analytical frameworks that provide objective insights in to Intuitive’s portfolio of products and services.
• Drive actionable insights to corporate Product Management & Marketing partners to drive improvements in the European services portfolio.
• Deeply understand and communicate the value of Intuitive services to key customer groups and internal stakeholders including but not limited to physicians, hospital executives, nurses, biomedical engineers, customer engagement teams, and the sales force.
• Support existing services as an internal subject matter expert handling customer concerns escalated by field service, sales, and customer service to mitigate customer dissatisfaction, improve the customer experience, and increase utilization of key service offerings.
• Develop and execute European launch and promotional plans working with field service, customer service, regional marketing, and sales teams.
• Execute European launch plans for capital products as part of full Ecosystem customer offering.
• Work with the training, services leadership teams, and event planners to develop, deliver & scale regional training events including annual European Services Meetings.

Key Deliverables

• Marketing requirements for new or expanded services and product portfolio assets.
• Product requirements and change requests for European digital portals and tools.
• Develop standardization of tools and process leveraging Tableau
• Launch plans to drive impactful implementation of services products in the European region.
• Promotional plans to increase utilization of existing products and services.
• Market research & voice of customer insights to drive decision making.
• Content and localization plans for services promotional tools.

Required Knowledge, Skills, and Experience:

• Bachelor’s degree required, MBA or other advanced degree preferred.
• 5+ years professional experience in marketing, product management, service, sales operations / analyst or equivalent role in a medical device company.
• At least 3 years of Product or Service Marketing experience, analytical experience is preferred.
• Fluent in English and either German or French; fluency in all 3 languages a plus. 
• Excellent written and verbal communications skills.
• Proven Ability to communicate in a clear, concise, professional manner.
• Superior teamwork, interpersonal skills, and ability to influence multiple constituents when collaborating across sales, marketing, operations and full service organisation.
• Strong Presentation skills to internal & external audiences.
• Self-directed with awareness to proactively seek advice when needed.
• Strong track record of leading strategic initiatives from concept to completion.
• Ability to investigate complex problems and work cross-functionally to implement meaningful initiatives.
• Demonstrated ability to work creatively amidst competing priorities.
• Ability to prioritize and smoothly manage multiple competing deadlines and tasks.
• Strong knowledge of the MS Office product suite and Tableau
• Ability to travel 40% (International travel required).

Intuitive is an Equal Employment 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.

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.