At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• Lead and drive Field service escalation program management for supporting installed RAS systems and other assignment products.
• Provides on-site technical support during the installation, implementation and maintenance of company products.
• Ensures adequate records and systems are maintained.
• Schedules personnel responding to critical situations to ensure that client's needs have been met and that the product/solution is fully functioning according to specification.
• Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention.
• May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.
• Carries sales or service quota, generates service fees from clients with or without maintenance contract.
• Provide engineering field support by following the appropriate use of the escalation process. This activity may include travel to sites to perform both system repair, validation, and data gathering
• Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis.
• Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation. Work very closely with Service & Repair system management to coordinate activities
• Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Other duties as assigned/requested by management
• All activities must be performed in compliance with the Quality System

Required Knowledge and Experience:

• Bachelors degree required
• Biomedical/ Electrical/ Electronic/ Mechanical/ Engineering degree or equivalent
• 3-7 years of service experience, at least 1 year of large medical device experience with robotics technologies a plus
• Experience providing technical support & services. Including equipment and application support.
• Systems are primarily used in the operating room, so healthcare/surgical setting experience
• Familiarity with FDA product requirements and regulatory guidelines
• Experience with robotics or motion control
• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
• Strong attention to detail and accuracy
• Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc)
• Ability to read and understand schematics and engineering drawings
• Familiar with the FDA 21 CFR, CGMP for Medical devices
• Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com)
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task
• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements
• Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
• Ability to function well under pressure and expend effort to meet schedules and deadlines

Other Potential Responsibilities

• Provide support to hospital staff on proper setup and use of the Hugo RAS system.
• In concert with the Medtronic Startup Specialists and the hospital staff, prepare the operating room to host the Medtronic robot 

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

 

 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here