We anticipate the application window for this opening will close on - 31 Jul 2025

 

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

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, 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.

As we expand our Touch Surgery Ecosystem solution, this is an exciting opportunity to join the company. The Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and (in selected circumstances) 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. 

We are seeking a committed professional to join our team, required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role, which also involves 20% amount of travel outside the territory, presenting opportunities for broader engagement. ​

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The successful candidate will:

• Assist in the deployment and maintenance of our surgical video ecosystem

• 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.

Must Haves

• Bachelors Degree and minimum of 4 years of relevant experience

• Or advanced degree with a minimum of 2 years relevant experience.

• Relevant experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting 

• Experience troubleshooting software issues and communicating effectively with customers 

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

• Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.

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

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

• Excellent verbal and written communication skills

Nice to Haves

• 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  

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