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

This position has the responsibility and authority to provide remote and on-site engineering support to the navigation, intraoperative imaging and robotic products installed at customer sites, while driving customer satisfaction through exemplary customer service and effective communication.

RTG (Restorative Therapies Group): 

The Restorative Therapies Group develops life-restoring therapies and healthcare solutions that span the care continuum; integrating technologies and applying clinical and economic evidence to increase patient access, improve efficiency of procedures and deliver successful patient outcomes.

• Travel to sites to work as a member of the local team to provide efficient repair, maintenance and installation support to all accounts within assigned area. 
• Installs, operates, maintains, repairs and modifies equipment on designated equipment.
• Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations
• Analyzes and evaluates products and related performance.
• Troubleshoots and diagnoses malfunctions to resolve system issues in a timely manner. 
• Support future product integrations by performing upgrades and/or configuration updates to existing and future imaging, navigation and robotic capital equipment.
• Lead and participate in product technical repair and clinical use training with domestic, international and 3rd party staff members. 
• Liaison between engineering staff and customer base to improve the functionality of the system.
• Interface and build relationships with sales personnel to provide a unified voice to the customer, while representing the service organizations policies, needs and strategies.
• Provide testing and validation support to the manufacturer’s organization, as applicable.
• Assist in technical support for users of intra-operative imaging system, navigation and robotic surgical equipment including phone support for users and technical staff. 
• Keeping accurate records of discussions or correspondence with customers including all assigned complaints, follow-up actions, root cause analysis and final resolution within the complaint tracking system.
• Participate in weekly teleconferences for escalations, post activity recaps, and required training.
• Provide proactive, clear communication with all levels of management both within Medtronic and within the customer organization.
• Performs duties in compliance with environmental, health and safety related site rules, policies or governmental regulations.
• Travel requirement: 50-75%

Must Have: Minimum Requirements 

To be considered for this role, please ensure the minimum requirements are evident on your resume.

• High School Diploma and 4+ years technician, field service or customer support experience.

Nice to Have 

• Bachelor’s degree in Bioengineering, engineering or technology field.
• Previous experience as Technician/Field Services within medical device industry.
• Experience with orthopedic anatomy, surgical protocol and medical terminology.
• Ability to troubleshoot with technical skills, creativity and high discipline.
• Familiarity with most commonly used test equipment (i.e.: dosimeter, 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. 
• Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements.
• Experience with x-Ray systems particularly mobile fluoroscopy or CT systems. 
• Experience with robotics or motion control. 

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

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