Associate Technical Service Specialist (Cranial and Spinal Technologies)

Medtronic•Lafayette, CO

3d•$53,600 - $80,400•Hybrid

About The Position

The Associate Technical Service Specialist provides in-house technical support for Medtronic’s Cranial and Spinal Technologies portfolio, including products such as Stealth AXiS™ and the O-arm™ Surgical Imaging System. The role supports customers and field staff through a Technical Support call center, troubleshooting hardware and software issues both during time-sensitive live procedures and outside the clinical setting. The specialist documents customer interactions accurately, ensures timely follow-up, and shares insights from support cases with cross-functional teams. The role also represents the Voice of the Customer and contributes feedback to continuous improvement and new product development. The position is onsite in Lafayette, Colorado during a 3–6 month training period, Monday through Friday, 7 a.m. to 4 p.m. After training, the schedule consists of 8-hour shifts Monday through Friday between 5 a.m. and 5 p.m., with occasional on-call shifts. Schedules rotate and are set three months at a time; shift trades are permitted. The ongoing schedule is four days per week onsite and one day remote. The posting lists a starting annual salary of $60,000 and an annual bonus target of 5%. The posted U.S. salary range is $53,600–$80,400. Benefits described include paid time off, paid holidays, a 401(k) with employer match, comprehensive medical, dental, and vision coverage, paid family, medical, and parental leave after one year of employment, and paid education and training opportunities.

Requirements

High school diploma or equivalent and at least 4 years of experience; or an associate degree and at least 2 years of experience; or a bachelor’s degree.
For baccalaureate degrees earned outside the United States, a degree satisfying the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
Unrestricted U.S. work authorization at the time of hire and for the duration of employment; the posting states that sponsorship is offered exclusively for Principal-level roles and above.

Nice To Haves

Bachelor of Science or Bachelor of Arts degree in a technical, scientific, or medical-related field.
At least 2 years of work experience in a clinical or technical setting.
Technical or related experience in medical devices, MedTech, healthcare, life sciences, or relevant industries.
Experience in networked computer environments and operating systems; DOS and UNIX are preferred.
Aptitude for PC or desktop support.
Prior technical service, support, and training experience.
Experience in conflict management.
Willingness to troubleshoot collaboratively in a team environment.

Responsibilities

Resolves technical problems received by telephone in a call center or help desk environment.
Uses customer service expertise and technical knowledge to resolve issues involving installation, use, and customer training for software and hardware products.
May work with technical, sales, customer service, or marketing staff to resolve recurring product problems and issues.
Provides users with technical support for PC, server, or mainframe applications and hardware.
Answers questions about system procedures, online transactions, system status, and downtime procedures.
Works with network services, software systems engineering, and/or applications development to restore service or identify problems.
Maintains a troubleshooting tracking log and ensures timely resolution of problems.
Recommends system modifications to reduce user problems.
Participates on project and process teams, providing technical and clinical insight and representing Service’s interests.
Assists with creating Service Support Plans for new product development to improve serviceability of new and existing products and systems.
Assists with other educational, service, marketing, and business support as needed.
Accurately documents customer interactions and drives timely follow-up.
Shares support-case insights with cross-functional teams and contributes Voice of the Customer feedback to continuous improvement and new product development.

Benefits

Starting annual salary of $60,000 and annual bonus target of 5%.
Four weeks of paid time off per year.
Ten paid holidays per year.
401(k) with up to 6% employer match.
Comprehensive benefits plan, including medical, dental, and vision coverage.
Fully subsidized bachelor’s degree programs paid up front and other paid training opportunities.
Paid family, medical, and parental leave after one year of employment.
Health Savings Account and Healthcare Flexible Spending Account.
Life insurance and long-term disability leave.
Dependent daycare spending account.
Tuition assistance or reimbursement.
Global well-being program.
Incentive plans.
Short-term disability.
Employee Stock Purchase Plan.
Employee Assistance Program.
Non-qualified Retirement Plan Supplement, subject to IRS earning minimums.