Senior Remote Technical Service Specialist

Medtronic

21h•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 Medtronic is a market leader, and our expanding portfolio delivers measurable clinical and economic value – and opens doors. With a passion for helping patients and a commercial mindset, you will make a significant difference together with Medtronic! Start your day knowing your work directly supports patient care. Reporting to the APAC Director Service Customer Care & Tech Support, you will be the trusted voice hospitals rely on when it matters most—helping customers troubleshoot devices, answer technical questions, and keep procedures running smoothly. Supporting our Endoscopy customers across Australia and New Zealand, you’ll build deep product knowledge, sharpen your problem-solving skills, and work alongside experts in a fast-paced, purpose-driven environment. Act as the first point of contact for product-related concerns by documenting and identifying potential complaints. Escalate complex issues as needed to ensure customer satisfaction and product performance. Responsibilities may include the following and other duties may be assigned.

Requirements

High School Diploma (or equivalent) and 8+ years experience or Associate’s Degree AND 6+ years experience or Bachelor’s Degree and 4+ years experience.
Relevant experience in technical support, troubleshooting, or customer-facing roles (preferably in medical devices or healthcare).
Strong analytical and problem-solving skills, with the ability to assess product and system issues.
Good understanding of network/connectivity concepts and ability to interpret technical and clinical information.
Effective communication skills to engage with customers, deliver training, and present to diverse audiences.
Detail-oriented with the ability to document cases accurately and manage escalations in a structured manner.
Experience using Salesforce (or similar CRM) to log, track, and resolve customer enquiries in real time

Nice To Haves

Experience with SAP for order tracking and inventory queries

Responsibilities

Interact remotely with customers and internal teams, providing technical advice and troubleshooting for product, network and connectivity inquiries.
Assess product functionality, provide application advice, and resolve technical problems, including in-depth analysis when needed. Interpretation of clinical information may be required.
Intake, identify, and escalate product concerns or potential complaints to the appropriate department.
Document customer interactions, troubleshooting steps, and technical work in relevant systems.
Provide training and support to internal teams and external customers throughout the product life cycle.
Assist with product escalations, de-escalations, and support Field Corrective Actions as needed.
Order replacement products, spare parts and software.
Presentations during training, commercial meetings and customer events.