Principal Technical Support Specialist (West) at Medtronic

Posted in General Business 8 days ago.

Type: Full-Time
Location: San Diego, California

Job Description:

Careers that Change Lives

We're on a mission to positively impact lives around the world by building innovative tools that can dramatically improve surgical training and thus improve outcomes for patients. We provide a cloud-based,surgical video library that is both secure yet accessible for surgeons and residents in training. We utilize the latest in machine-learning capabilities to ensure patient privacy while also uncovering powerful analytics and trends, directly from surgical video, in an automated and easy to use platform. At Digital Surgery, you can be a part of improving surgical training and outcomes, reducing errors, and decreasing the cost of medical care globally, while working with a team of highly motivated and high-performing individuals.

As we expand our Touch Surgery Enterprise solution in the Americas region, this is an exciting opportunity to join the company. The Technical Services and Ongoing Support Specialist within Digital Surgery's team is responsible for providing remote and on-site engineering support to our custom computing video-based devices installed at customer sites while driving customer satisfaction through exemplary customer service and effective communication. As part of the team delivering novel concepts and products for the operating room the Technical Services and Ongoing Support Specialist collaborates, as a customer-facing engineer, with a cross-functional engineering team including product, mechanical, design, electronics, software, and research experts.

A Day in the Life

  • Assist in the deployment and maintenance of Digital Surgery's Touch Surgery Enterprise surgical video platform.
  • Act as a primary point of contact and issue triage/resolution for our live customers, including hospital systems and ambulatory surgery centers.
  • Maintain a deep understanding of surgical video systems and surgical video management systems.
  • Assist in the design and refinement of our technical support structures across the USA region in line with our overall global support strategy
  • Timely issue resolution and troubleshooting in support of customer happiness, both via phone calls, emails, and through some localized field support (some travel required, but less than 25%)
  • Support of local field service engineers that includes onsite pre-installation surveys, installation, maintenance, upgrades and repair.
  • Liaison between field service organization and engineering for new product introduction (NPI) including writing technical service documentation, initial roll-out to the field
  • Interface and build relationships with sales and implementation personnel to provide a unified voice to the customer, while representing the service organizations policies and strategies
  • Provide clear communication with Medtronic management and customers
  • Performs duties in compliance with environmental, health and safety-related site rules, policies or governmental regulations
  • Analyze and evaluate product usage and performance at live customer sites
  • International/Domestic Travel (Covid-19 permitting): 25-50%

Responsibilities may include the following and other duties may be assigned.

  • Provides in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota.
  • Provides technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems.
  • Provides sales personnel with technical data necessary for the demonstration of products.
  • Acts as a liaison between sales personnel and customers on technical issues.
  • May make technical presentations at sales meetings and customer locations.

Must Have: Minimum Requirements

  • Bachelors degree required
  • Minimum of 7 years of technical support experience, or advanced degree with a minimum of 5 years relevant experience

Nice to Have

  • 7 years of demonstrated technician, field service engineer or customer support experience in a healthcare environment
  • Experience in medical devices, surgical protocols and medical terminology.
  • Comfortable in an acute clinical setting
  • Experience resolving software issues and communicating effectively with customers
  • Knowledge of video and imaging technologie
  • Demonstrates understanding of cloud-based technologies and various Networking concepts
  • Ability to deal with difficult situations and resolve conflict swiftly, responsive problem solver and action-oriented in resolving customer and third-party issues
  • Ability to perform in a remote self-structured environment

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Learn more about our benefits here .

This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) on page 6 here .

The provided base salary range is used nationally (except in certain CA locations).The rate offered is compliant with federal/local regulations and may vary by experience,certification/education, market conditions, location, etc.

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