Senior Field Technical Service Specialist – Robotics

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 Senior Field Support Engineer is responsible for all aspects of equipment support performed at customer sites or prior to delivery, and to ensure that it is completed in compliance with all company policies and standard operating procedures.  This may include pre-delivery inspection, installation, commissioning, planned maintenance, troubleshooting, assessment, breakdown repair, and in-service to customers on basic device maintenance.

He or she is the main contact point with the local customers. May be responsible for providing quotations and negotiating discounts within their approved DOA.

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

• Effectively manage the customer expectation and compliance with customers' SLAs and safety

• Able to support last minute call to attend the customer onsite calls at non-working hours.

• Supports minor projects, including performing tests, interpreting data, developing reports

• Performs technical activities requiring considerable judgement

• Has working knowledge of all products and can provide some guidance to lower level employees including 3rd party service provider engineers

• Expected to independently propose solutions to problems for supervisor review

• Has unsupervised interaction with customers involving simple negotiations

• Obtains and provides technical information on matters of significant importance to the job area

• Able to advise internal and external customers on available service options and make recommendations as a consultant

• Able to assist in providing on the job guidance to other employees within job area

• Manages own workload and ensures timely completion of tasks

• Acts as an escalation point for issues encountered in the field

• Monitors own certification status and highlights need for re-certification

• Coordinate test tool and spare part availability in the field

• Communicates independently with biomedical engineers, the in-country commercial organization, and customers

• Ability to work on tasks which are typically not routine

• Lead by example in good documentation practice

• Responsible to ensure all documentation / system entries are fully complete in a timely manner

• Assist the commercial and junior team members during product demonstrations

• Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions

Required Knowledge and Experience:

• Bachelor’s Degree in Biomedical, Electrical, Electronics, Mechanical, Engineering or equivalent

• In depth experience in a customer environment for at least 4 years

• In depth experience with medical devices for a minimum of 2 years

• 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

• Requires knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education

• Good knowledge on troubleshooting methods/skills and capital equipment control

• Good analytical and problem-solving skills

• Customer oriented

• Effective communication skills with the ability to communicate complex technical issues in an easy to

• 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

• Knowledgeable in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com)

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