Support Engineer Job at Medtronic
Careers That Change Lives
The Robotic Surgical Technologies Unit sets the standard for Robotically Assisted Surgery (RAS) by creating innovative surgical products and services that focus on obesity and diseases and conditions of the gastrointestinal tract, lung, abdominal wall, and pelvic region.
Are you interested in driving as a critical enabler for Medtronic in achieving its bold ambition to become the global healthcare technology leader? We strive to expand global access to care and reduce variability through robotic and analytics solutions. Do you have what it takes? Join Medtronic’s Surgical Robotics Commercial PMO team, working to support the commercialization of our Surgical Robotics Platform.
You will join a world class team of diverse, talented commercial team responsible for further development and enhancement of the globally launched Robotic Assisted Surgery platform: https://www.medtronic.com/covidien/en-us/robotic-assisted-surgery/hugo-ras-system.html
The Global Support Engineer, as part of the Global Robotics Service Support (GRSS) team, will be responsible for providing product technical troubleshooting of the Global field technical escalations, spare parts provisioning and development of field replaceable unit strategy in collaboration with the RAS commercial operations team.
This individual is considered an expert in the field within the Medtronic organization. Key measure of success is the uptime management, internal and external customer satisfaction and functional objectives as well as Service specific goals and objectives. In this role, the individual will provide remote and on-site support to the Field Service Engineer 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.
Impact patient outcomes. Come for a job, stay for a career.
A Day In The Life
- Provide Hypercare Support to Regional Field Service Engineer during Installation & Commissioning, this may involve extended time spent at site to ensure the seamless commissioning of the new system.
- 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
- Support future product integrations by performing upgrades and or configuration updates to existing and future Robotic Surgical products.
- Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis.
- Work very closely with Regional Field Service management to coordinate activities.
- Be a services ECO representative. 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, 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
- Able to organize & travel to regional site at short notice for support. Travel requirement (some international): 50-75%
- Bachelors degree required
- Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience
Nice to Have
- Bachelor's degree in engineering discipline is required, preferably Mechanical, Electrical, Software, or Biomedical Engineering.
- 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
- 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
- Systems are primarily used in the operating room, so healthcare/surgical setting experience is preferred
- Familiarity with FDA product requirements and regulatory guidelines
- Experience with robotics or motion control would be helpful.
- Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
- Strong attention to detail and accuracy
- Multilingual
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.
- 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.
- Employee must occasionally lift and/or move up to 50 pounds.
- The noise level in the work environment is usually moderate.
- Typical office and lab working environments.
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
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This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP)
here
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The provided base salary range is used nationally in the United States (except in Puerto Rico and 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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