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
The Technical Service Specialist is the central contact point with the customers and the local commercial and field service teams in EMEA for all product technical and application related questions.
For this position, we expect you to be a medical technical professional. You are customer focused and have excellent communication skills to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Touch Surgery Enterprise DS1 (an AI-powered surgical video management and analytics platform for the operating room) to health care professionals.
Responsibilities may include the following and other duties may be assigned:
- Providing world class technical support to our customers, serving as a technical liaison between our stakeholders and the operating unit and providing technical support for users of the Robotic system. This will include phone & remote support for users and technical staff
- Driving the escalation process to resolve customer issues, including initiating required field service support when needed, collaborating with other technical service specialists to troubleshoot difficult service requests and performing technical activities requiring considerable judgment and may have ownership of projects
- Has in-depth knowledge of all relevant products and can guide other members of the team as well as in-house Biomedical Engineers
- Communicating independently with biomedical engineers, commercial organization, and customers, ensuring all documentation/system entries are fully complete promptly and providing guidance, coaching and training to other employees within the job area
- On-call availability between 7AM-7PM (availability rotates between colleagues)
- Focus is on remote support, with occasional onsite support availability (domestically and international)
Required Knowledge and Experience:
- Bachelor’s or master’s degree in (biomedical/electrical/mechanical) engineering
- Fluency in English and German
- Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience
- Strong analytical and problem-solving skills that are balanced with speed and effectiveness
- Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
- Strong attention to detail and accuracy
Experience with Service Now / SAP / Service Max, Microsoft Office, presenting and negotiating, SaaS platforms, in depth knowledge of medical devices and software troubleshooting is desired. Knowledge of hospital IT infrastructure and network connectivity, understanding of operating room environment and workflows as well as video equipment in the operating room and experience with robotics or motion control within a large capital equipment environment is an advantage.
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 90,000+ 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
