Field Technical Service Specialist

at  Medtronic

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
We are a learning culture. An inventive and collaborative group. We are dedicated to making sure that every patient gets the best product — when they need it. We have strong ties to our local communities. Our vibrant employee communities respect and value individual experience and perspective as we aim to improve lives and the access to healthcare.
The Field Support Engineer is responsible for all aspects of equipment support performed at customer sites or prior to delivery, and to ensure that it is completed in compliance with all company policies and standard operating procedures. This may include pre-delivery inspection, installation, commissioning, planned maintenance, troubleshooting, assessment, breakdown repair, and in-service to customers on basic device maintenance.
He or she is the main contact point with the local customers. May be responsible for providing quotations and negotiating discounts within their approved DOA (Delegation of Authority).

Responsibilities may include the following and other duties may be assigned:

• Effectively manage the customer expectation and compliance with customers’ SLAs (Service Level Agreement) and safety
• Able to support last minute call to attend the customer onsite calls at non-working hours.
• Supports minor projects, including performing tests, interpreting data, developing reports
• Performs technical activities requiring considerable judgement
• Has working knowledge of all products and can provide some guidance to lower level employees including 3rd party service provider engineers
• Expected to independently propose solutions to problems for supervisor review
• Has unsupervised interaction with customers involving simple negotiations
• Obtains and provides technical information on matters of significant importance to the job area
• Able to advise internal and external customers on available service options and make recommendations as a consultant
• Able to assist in providing on the job guidance to other employees within job area
• Manages own workload and ensures timely completion of tasks
• Acts as an escalation point for issues encountered in the field
• Monitors own certification status and highlights need for re-certification
• Coordinate test tool and spare part availability in the field
• Communicates independently with biomedical engineers, the in-country commercial organization, and customers
• Ability to work on tasks which are typically not routine
• Lead by example in good documentation practice
• Responsible to ensure all documentation / system entries are fully complete in a timely manner
• Assist the commercial and junior team members during product demonstrations
• Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions
• Travel locally up to 90% of the time
• Travel regionally up to 10% of the time (US for training, SEA for support)
• Flexible working schedule based on customer requirements

Must Have:

• Diploma or degree in engineering
• In depth experience in a customer environment for at least 4 years
• In depth experience with medical devices for a minimum of 2 years
• 2 years’ experience in large capital medical imaging devices or navigation systems. Typically requires minimum of 5 years of work experience; may require vocational or technical education or certification in addition to prior work experience
• Valid local driver’s license and vehicle

Your Profile:

• Working knowledge of ISO13485 / Global Distribution Practice for Medical Devices (GPMD)
• Knowledgeable in Electrostatic Discharge (ESD) precautions and practice
• Working experience in ICU / Operating Theatre / relevant hospital / healthcare environment
• Experience with service sales and promotion
• Opex – Lean / Six Sigma certification
• Experience with SAP / Service Max
• Formal training in:
• Negotiating skills
• Key accounts management
• Consultative selling skills or equivalent

What We Offer

We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company’s success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:

• Our global well-being program supports your physical, emotional, social and financial well-being.
• Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.
• Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.
• We have generous employee referral programs, employees stock purchase plan, leave benefits, and more

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.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity
her

• Effectively manage the customer expectation and compliance with customers’ SLAs (Service Level Agreement) and safety
• Able to support last minute call to attend the customer onsite calls at non-working hours.
• Supports minor projects, including performing tests, interpreting data, developing reports
• Performs technical activities requiring considerable judgement
• Has working knowledge of all products and can provide some guidance to lower level employees including 3rd party service provider engineers
• Expected to independently propose solutions to problems for supervisor review
• Has unsupervised interaction with customers involving simple negotiations
• Obtains and provides technical information on matters of significant importance to the job area
• Able to advise internal and external customers on available service options and make recommendations as a consultant
• Able to assist in providing on the job guidance to other employees within job area
• Manages own workload and ensures timely completion of tasks
• Acts as an escalation point for issues encountered in the field
• Monitors own certification status and highlights need for re-certification
• Coordinate test tool and spare part availability in the field
• Communicates independently with biomedical engineers, the in-country commercial organization, and customers
• Ability to work on tasks which are typically not routine
• Lead by example in good documentation practice
• Responsible to ensure all documentation / system entries are fully complete in a timely manner
• Assist the commercial and junior team members during product demonstrations
• Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions
• Travel locally up to 90% of the time
• Travel regionally up to 10% of the time (US for training, SEA for support)
• Flexible working schedule based on customer requirement