Associate Technical Service Specialist (Cranial and Spinal Technologies)

Medtronic•Lafayette, CO

22h•Hybrid

About The Position

Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. This role provides in-house technical support for Medtronic’s Cranial and Spinal Technologies portfolio, serving as a key resource for customers and field staff on products such as Stealth AXiS™ and O-arm™ Surgical Imaging System. The role is responsible for troubleshooting hardware and software issues through a Technical Support call center, including time-sensitive situations during live procedures as well as support outside of the clinical setting. The specialist ensures accurate documentation of all customer interactions, drives timely follow-up, and leverages insights from support cases to inform cross-functional teams. This individual also plays an important role in representing the Voice of the Customer, contributing feedback to support continuous improvement and new product development.

Requirements

High School Diploma (or equivalent) AND 4+ years experience OR Associate’s Degree AND 2+ years experience OR Bachelor’s Degree

Nice To Haves

BS / BA in a technical, scientific, or medical related field.
2+ years of work experience in a clinical/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, UNIX preferred).
Solid aptitude for using PC/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 that originate by telephone in a call center/help desk environment.
Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
Provides technical support to users for either PC, server or mainframe applications and hardware.
Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Recommend systems modifications in order to reduce user problems.
Participates on project and process teams to provide the business with technical and clinical insight, ensuring that Service’s interests are well represented.
Assists with creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems.
Assists with other Educational, Service, Marketing, and Business support as needed.

Benefits

401(k) with up to 6% match
4 weeks paid time off per year
10 paid holidays per year
Comprehensive benefits plan, including medical, dental, vision, and more
Fully subsidized Bachelors degree programs paid up front, and many other paid training opportunities!
Paid family, medical, and parental leave after 1 year of employment
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
Simple Steps (global well-being program)
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)