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A Day in the Life

At Medtronic, we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team! Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem solution is an innovative video management, and data analytics and livestream platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery.

A Day in the Life

As we expand our Touch Surgery Enterprise Ecosystem solution, this is an exciting opportunity to join the company. The Sr Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and on-site technical support to our custom computing devices while driving customer satisfaction through exemplary customer service and effective communication. As part of a Customer Success team, your responsibilities will follow the customer journey, including technical support during pre-sales, implementation, Go-live and post-Go live. While collaborating internally with our implementation team, you'll be a part of a Global team, and a key partner to sales, product and engineering teams. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

• Assist in the deployment and maintenance of our surgical video ecosystem, Touch Surgery Enterprise.

• Maintain a deep understanding of surgical video management systems. 

• Act as a primary point of contact and issue triage/resolution for our live customers 

• Assist in the design and refinement of our technical support structures in line with our overall global support strategy 

• Timely issue resolution and troubleshooting, both remotely and through some localized field support  

• Support of the implementation team, including onsite pre-installation surveys, installation, maintenance and upgrades.

• Interface and build relationships with sales and implementation personnel to provide a unified voice to the customer.

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 4 years of experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting, or advanced degree with a minimum of 2 years relevant experience

Nice to Have

• Experience troubleshooting software issues and communicating effectively with customers 

• Experience with device configurations for connection to NTP, DNS, DHCP, proxy and VPN servers  Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.

• Preferable knowledge of video and imaging technologies 

• Experience with Cloud based solutions, preferably AWS, with knowledge of basic system architecture, services, and tools available

• Strong computer skills and experience with ERP, Jira, ServiceNow or ServiceMax 

• Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management 

• Experience leveraging device logs or other debugging methods to remotely diagnose issues in the field 

• Responsive problem solver and action-oriented in resolving customer issues and meeting customer requirements. 

• Excellent verbal and written communication skills

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, recruiter or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

Salary and Benefits

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 (https://www3.benefitsolver.com/benefits/BenefitSolverView?page_name=signon&co_num=30601&co_affid=medtronic) .

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

Min Salary

80000

Max Salary

120000

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.