Principal Product Manager

Principal Product Manager 

What You’ll Do:

As the Product Manager for our Diagnostics product, you will lead the strategy and execution of our AI-driven troubleshooting and resolution platform. You’ll work closely with engineering, customer success, and field service teams to enhance diagnostic accuracy, optimize workflows, and integrate with key customer service and field service platforms.

This role is ideal for someone with experience in field service management (FSM), customer service platforms (CSP), and resolution intelligence platforms. You’ll help drive AI-powered diagnostics and resolution Pathways products, reducing mean time to resolution (MTTR) for enterprises.

Key Responsibilities

- Own the product roadmap for Neuron7’s diagnostics solution, focusing on AI-powered troubleshooting and intelligent issue resolution
- Optimize the set up and onboarding to the diagnostics and pathways products, reducing the time-to-ROI for our customers and improving the overall usability of the product
- Enhance end-user self-service diagnostic capabilities, allowing end users to resolve issues before escalating to support
- Develop and optimize the technician experiences for looking up troubleshooting details and getting curated expert help where needed, as well as providing feedback
- Develop and optimize the product expert experiences for helping product experts manage and curate information from the field into robust-troubleshooting guidance
- Integrate with major customer service and field service platforms (e.g., ServiceNow, Salesforce Service Cloud, Microsoft Dynamics, FSM tools) to streamline workflows
- Collaborate with customers’ product experts and technicians to gather feedback, inform the roadmap, and ensure real-world usability and effectiveness
- Work with data science teams to enhance AI models used for diagnostics, leveraging knowledge graphs, decision trees, and case-based reasoning
- Define and track key success metrics, including diagnostic accuracy, case deflection rates, technician productivity, and first-time fix rates
 
Qualifications

- 3-7 years of product management experience, ideally in AI-powered diagnostics, field service management (FSM), or customer support automation
- Strong understanding of customer service platforms (CSP) and resolution intelligence platforms, including tools like ServiceNow, Salesforce Service Cloud, Microsoft Dynamics, or Zendesk
- Experience working with AI-driven troubleshooting systems, conversational AI, or automated case resolution technologies
- Technical proficiency in LLMs, machine learning, AI search, and case-based reasoning systems is a plus
- Experience collaborating with field service teams, technical support engineers, and contact center professionals
- Strong analytical skills with a data-driven approach to decision-making.

DeWinter Group and Maris Consulting  is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.