Technical Service Specialist - Surgical Robotics

Medtronic

1d • Remote

About The Position

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 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. At Medtronic, we value what makes you unique. Be part of a company that thinks differently to solve problems, make progress, and deliver meaningful innovations. Impact patient outcomes. Come for a job, stay for a career. Medtronic strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions. The Robotic Surgical Technologies Business Unit set the standard for Robotically Assisted Surgery (RAS) by creating innovative surgical products and services that focus on surgical procedures of diseases and conditions. 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, and 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 and functional objectives as well as 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. This work includes working closely with factory and field management and cross functional teams on the Field service aspects of new product introductions, field technical trainings as well as providing Level III technical support to the field. Location: Seeking a candidate to be located near Charlotte, NC - 75% travel across the country with potential for international travel

Requirements

• Bachelors degree required with 2 years of relevant experience OR An advanced degree with 0 years of experience

Nice To Haves

• Biomedical Engineering degree or equivalent
• 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
• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
• Strong attention to detail and accuracy
• Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc)
• Ability to read and understand schematics and engineering drawings
• Familiar with the FDA 21 CFR, CGMP for Medical devices
• Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com)
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task
• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements
• 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

Responsibilities

• Lead and drive Field service escalation program management for supporting installed RAS systems.
• Provide LIII engineering field support by following the appropriate use of the escalation process, when other avenues for resolution are exhausted. This activity may include travel to sites to perform both system repair, validation, and data gathering
• 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 very closely with Regional Field Service management to coordinate activities
• Be a services ECO ( change order) representative in R&D projects. Includes both ECO origination for service based deliverables as well as ECO approval for all business activities with Service impact
• Provide timely and accurate follow-up to broader Services team (outside of RAS S&R) 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. Function as a liaison between engineering staff and customer base to improve the functionality of the system
• Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Other duties as assigned/requested by management
• All activities must be performed in compliance with the Quality System
• Provide training and support to hospital staff on proper setup and use of the Hugo RAS system.
• Support Training Facilities as needed - Support RAS System troubleshooting at the training center
• In concert with the Medtronic Startup Specialists and the hospital staff, prepare the operating room to host the Medtronic robot

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package
• We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
• 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, and 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), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level