Product Manager - Global Technical Services

 Job Title 

Product Manager – Global Technical Services, 

Business Title 

Product Manager – Global Technical Services, 

About us: 

At Global Technical Services, we aim to build and scale a world-class, global service organization that delivers value for both our customers and Resmed. Through a seamless service and repair experience, we strive to keep patients on therapy, reduce service costs, and drive scalable, profitable growth through innovation. 

Let’s talk about the role: 

We are seeking a Global Technical Services Product Manager to lead and align our global service enablement technology strategy. The role will play a pivotal role in defining, developing, and delivering a portfolio of service products and solutions. You will be responsible for shaping the vision, and roadmap to maximize impact on both our business and our customers to ensure seamless technology integration and strategy execution. This is a high-impact role requiring a strategic mindset, technical acumen, and strong collaboration skills to drive global consistency and efficiency. 

Let’s talk about responsibilities: 

Global Strategy and Delivery 

• Define and execute the strategic roadmap for Global Technical Services products and services, ensuring overall alignment with service strategy and development requirements for new and emerging service software platforms. 

• Identify and drive new opportunities to increase revenue, enhance operational efficiencies, and improve the customer experience. 

• Leverage data and analytics to measure product performance, ensure compliance, and assess business impact. 

• Define and prioritize feature backlogs for service enablement platforms. 

Champion the User: 

• Develop a deep understanding of user needs and translate insights into innovative products and services that deliver a world-class, customer-centric experience.  

• Maintain a prioritized list of customer and market requirements for software platforms; working closely with the development teams to ensure that product features and capabilities under development meets customer and stakeholder needs. 

• Drive change management efforts to ensure smooth transition during software upgrades and new feature implementations. 

• Stay updated on emerging sales enablement technologies and best practices to enhance efficiency. 

Stakeholder Collaboration & Change Management: 

• Work closely with technicians, service engineers, and customer success teams to understand pain points and business needs. 

• Frequently interact with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. 

• Partner with Service Delivery, Test Engineering, Global Technology Solutions, and Data & Analytics teams to develop intuitive, efficient, and scalable service products and solutions. 

Qualifications and Experience: 

• 5+ years of experience in product management, business process management, or portfolio management—ideally within After-Sales, Technical Services, or Business Operations. 

• Proficiency in agile development methodologies, with experience collaborating with engineering, analytics, commercial, and operational teams. 

• Understanding of the software development lifecycle. 

• Strong communication, collaboration, and stakeholder management skills. 

• Proven ability to conduct user and market research, analyze customer needs, and develop product strategies aligned with business goals. 

• Data-driven mindset with strong analytical skills and experience using analytics tools (Power BI, Tableau). 

• A bachelor's degree in engineering, business, marketing, computer science, or a related field. 

Preferred Qualifications: 

• 8+ years of product management or related experience. 

• Certified Scrum Product Owner (CSPO). 

• Experience with Salesforce. 

• An MBA or a master’s degree in a relevant discipline. 

• Prior experience working within Customer Service, Quality, Supply Chain, or Sales functions.