We anticipate the application window for this opening will close on - 9 Jan 2026

 

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

Global Support Engineer – Surgical Robotics

Careers that Change Lives

At Medtronic, we value what makes you unique. Be part of a company that thinks differently to solve problems, make progress, and deliver meaningful innovations.

Impact patient outcomes. Come for a job, stay for a career.

Medtronic strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions. 

The Robotic Surgical Technologies Business Unit set the standard for Robotically Assisted Surgery (RAS) by creating innovative surgical products and services that focus on surgical procedures of diseases and conditions.

The Global Support Engineer, as part of the RAS service team, will be responsible for providing product technical troubleshooting for Global field technical escalations, spare parts provisioning, and development of strategies for field replacement units in collaboration with the RAS operations team and Principal technical Service Lead.

This individual is considered an expert in the field within the Medtronic organization. Key measures of success include uptime management, internal and external customer satisfaction and functional objectives as well as Service specific goals and objectives. In this role, the individual will help implement and monitor service projects/processes 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.  

Day in the Life

• Lead and 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
• Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis.
• Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation.  Work very closely with Regional Field Service management to coordinate activities
• Be a services ECO ( change order) representative in R&D projects. 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 content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities
• 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
• All activities must be performed in compliance with the Quality System
• Travel requirement (international possible): 20-40%

#MDTsurgicalOU_nowhiring   #MDTSurgicalOUHiringEng

Qualifications - External

Must Have: Minimum Requirements

• Bachelors degree required
• 3+ years of service experience, at least 1 year of medical device experience with robotics technologies a plus

Nice to Have

• Biomedical Engineering degree or equivalent
• Experience providing technical support & services. Including equipment and application support.
• Systems are primarily used in the operating