Technical Service Specialist Surgical Robotics (Italian, French or Spanish speaking)
Location:
Heerlen, Limburg, Netherlands
Requisition #:
220008VS
Post Date:
Sep 13, 2022
**Careers that Change Lives**
The Technical Service Specialist is the central contact point with the customers and the local commercial and field service teams in EMEA for all product technical and application related questions.
**A Day in the Life**
**For this position, we expect you to be a medical technical professional. You should be customer focused and have excellent communication skills to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Touch Surgery Enterprise DS1 (an AI-powered surgical video management and analytics platform for the operating room) to health care professionals.**
Responsibilities may include the following and other duties may be assigned.
+ Provide world class technical support to our customers
+ Serve as a technical liaison between our stakeholders and the operating unit
+ Provide training to internal and external customers
+ On-call availability between 7AM-7PM (availability rotates between colleagues).
+ Support future product integrations by performing upgrades and or configuration updates to existing and future Surgical Robotic products.
+ Assist in technical support for users of Robotic system. This will include phone remote support for users and technical staff
+ Drive the escalation process to resolve customer issues, including initiating required field service support when needed
+ Collaborate with other technical service specialists to troubleshoot difficult service requests.
+ Has in-depth knowledge of all relevant products and can guide other members of the team as well as in-house Biomedical Engineers.
+ Performs technical activities requiring considerable judgment and may have ownership of projects
+ Communicates independently with biomedical engineers, commercial organization, and customers
+ Responsible to ensure all documentation/system entries are fully complete promptly
+ Responsible for providing guidance, coaching and training to other employees within the job area
+ Connects easily with the stakeholders and is customer focused
+ Focus on remote support, with occasional onsite support availability (domestically and international)
**Must-Have: Minimum Requirements**
+ Bachelor or masters degree in (biomedical/electrical/mechanical) engineering
+ Fluency in Spanish, Italian or French is required. Fluency in English is a must
+ Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience
+ Good knowledge of troubleshooting methods/skills
+ Strong analytical and problem-solving skills that are balanced with speed and effectiveness.
+ Effective verbal and written English communication skills
+ A very respected Team player with strong interpersonal skills
+ Excellent at managing in stressful situations including commercial/sales discussions.
**Nice to Have**
+ In-depth experience with medical devices for a minimum of 3 years
+ Experience with analyzing technical issues and processes for continuous improvement
+ Requires complete and broad knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education
+ Understanding of operating room environment and workflows
+ Understanding of video equipment in the operating room
+ Experience with SaaS platforms and Software troubleshooting
+ Experience wit support software as Service Now
+ Knowledge of hospital IT infrastructure and network connectivity
+ Effective presentation and negotiation skills
+ Proficiency in Microsoft Office
+ Experience with Service Now / SAP / Service Max
**Must Have: Minimum Requirements**
+ Biomedical Engineering background
+ Bachelor or masters degree in (biomedical/electrical/mechanical) engineering
+ Experience with robotics or motion control within a large capital equipment environment.
+ Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.
+ Strong attention to detail and accuracy.
**Nice to Have**
**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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.
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.
