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Role Description

At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role will require 75% of travel to enhance collaboration and ensure successful completion of projects.

The Technical Service Specialist, as part of the RAS service team, will be responsible for:

• Providing product technical troubleshooting for Global field technical escalations.
• Spare parts provisioning.
• Development of strategies for field replacement units in collaboration with the RAS operations team and Principal Technical Service Lead.

This individual is considered an expert in the field within the Medtronic organization. Key measures of success include:

• Uptime management.
• Internal and external customer satisfaction.
• Functional objectives and Service specific goals and objectives.

In this role, the individual will help implement and monitor service projects/processes associated with the Robotic Assisted Surgery System.

This role will represent service on all appropriate business groups, including:

• Working closely with factory and field management.
• Cross-functional teams on the Field service aspects of new product introductions.
• Field technical trainings.
• Providing Level III technical support to the field.

Qualifications

• Bachelor's degree required with 2 years of relevant experience OR an advanced degree with 0 years of experience.
• Biomedical Engineering degree or equivalent (Nice to Have).
• Experience providing technical support & services, including equipment and application support (Nice to Have).
• Healthcare/surgical setting experience (Nice to Have).
• Familiarity with FDA product requirements and regulatory guidelines (Nice to Have).
• Experience with robotics or motion control (Nice to Have).
• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments (Nice to Have).
• Strong attention to detail and accuracy (Nice to Have).
• Familiarity with commonly used test equipment (i.e., power supplies, DVM's, signal generators, flow meters, etc.) (Nice to Have).
• Ability to read and understand schematics and engineering drawings (Nice to Have).
• Familiar with the FDA 21 CFR, CGMP for Medical devices (Nice to Have).
• Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com) (Nice to Have).
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner (Nice to Have).
• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements (Nice to Have).
• Ability to work under minimum supervision with a high degree of organizational, technical, and business competence (Nice to Have).
• Ability to function well under pressure and expend effort to meet schedules and deadlines (Nice to Have).

Requirements

• 75% travel across the country with potential for international travel.
• Provide LIII engineering field support by following the appropriate use of the escalation process when other avenues for resolution are exhausted.
• 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 closely with Regional Field Service management to coordinate activities.
• Be a services ECO (change order) representative in R&D projects.
• Provide timely and accurate follow-up to broader Services team for call closure and escalation follow-up.
• Develop content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities.
• Develop, maintain, and distribute quarterly actionable service metrics specific to RAS service activities.
• Active participation in RAS quality system.
• Function as a liaison between service team and the quality group.
• Ensure accurate collection of data on system performance.
• Assist in the analysis of data against the installed base to show correlations.
• Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up.
• Other duties as assigned/requested by management.
• All activities must be performed in compliance with the Quality System.

Benefits

• Competitive Salary and flexible Benefits Package.
• Health, Dental and vision insurance.
• Health Savings Account.
• Healthcare Flexible Spending Account.
• Life insurance.
• Long-term disability leave.
• Dependent daycare spending account.
• Tuition assistance/reimbursement.
• Incentive plans.
• 401(k) plan plus employer contribution and match.
• Short-term disability.
• Paid time off.
• Paid holidays.
• Employee Stock Purchase Plan.
• Employee Assistance Program.
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums).
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).