Global Support Engineer Surgical Robotics

Location:

Paris, le de France, France

Requisition #:

22000FO3

Post Date:

7 hours ago


**A Day in the Life**


The Senior Global Support Engineer, as part of the RAS field service operation team, will be responsible for providing product technical troubleshooting of the field technical escalations ,spare parts provisioning, and development of field replaceable unit strategy in collaboration with the RAS Global Field Service 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 help implement and monitor service projects/processes associated with the Robotic Assisted Surgery System.


This role will represent service on all appropriate cross-functional groups. This work includes working closely with global regional field service and cross functional teams on the Field service aspects of installation commissioning, field technical trainings, remote support as well as providing Level III technical support to the field.


**Responsibilities**


+ Lead and drive Field service escalation program management for supporting installed RAS systems. Expedient resolution of customer escalations assuring highest level of quality and value.

+ 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.

+ Ensure collaboration at the local and regional level with Sales and Marketing on customer support opportunities.


+ Would coordinate timely completion of Field corrective actions and submission of relevant documentations

+ Encourage regional FSEs to be responsible for their work; shares ownership and visibility, defines success in terms of the whole team.

+ Plans for acquisition and effective deployment of company assets (tools, test equipment, etc.).

+ Develop implement regional strategies for remote support for the Hugo system

+ Coordinate regional spares provisioning and parts availability management by developing and maintaining the FRU and parts on-hand guidelines in collaboration with the RAS operations group


+ 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 Global field service operation, regional service team 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 (some international): 40-60%


**Education Required**


+ Bachelors degree


**Years of Experience**


+ 5+ years of service experience, providing technical support services or RD experience.


+ at least 3 years of medical device experience.( robotics technologies experience is a plus.)


**Specialized Knowledge Required**


+ French and English speaking.

+ Familiarity with most commonly used test equipment (i.e.: power supplies, DVMs, 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 as well as ERP and CRM software packages (such as SAP, Service MAX and SalesForce.com)

+ 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


**Preferred Qualifications**


+ Biomedical Engineering or equivalent

+ Systems are primarily used in the operating room, so healthcare/surgical setting experience

+ Familiarity with FDA product requirements and regulatory guidelines

+ Experience with robotics or motion control helpful.

+ Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments


+ Strong attention to detail and accuracy


At Medtronic, you will find a diverse team of innovators who bring their unique backgrounds and their individual life experiences to work every day. We work hard to cultivate a workforce that reflects our patients and partners, we believe its the only way to drive healthcare forward. We want to attract a diverse workforce, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, veteran status, or any other characteristic protected by state or local law. Join us, and bring the power of your point of view to our culture of collaboration and innovation. It is through strong diversity, inclusion, and engagement that we can remain a leader in medical technology and solutions. And by embracing everything you have to offer your unique perspectives, talents and contributions we can live up to the promise of our Mission.
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.