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Associate Technical Services Specialist

LouisvilleMedtronic



A DAY IN THE LIFE

General

  • Responsive, confident problem solver and action oriented.

  • Self-motivated and detail oriented.

  • Presents a professional image.

  • Strong communication, interpersonal and personal organization skills.

  • Ability to travel occasionally with very short notice.

  • Desire/ability to periodically observe and work in an operating room environment.

    Technical Support

  • Provide in-house technical support on Medtronic Surgical Technology products via an 800 Technical Support call center for customers and employees.

  • Travel to develop and maintain technical and clinical skills.

  • Perform field based technical support and training of hospital staff.

  • Collaborate with cross functional teams in the resolution of customer escalations

  • Ability to recognize product trends and alert appropriate business personnel for investigation and/or action.

  • Troubleshoot hardware and software issues using a remote connection with hospital.

  • Record all incoming technical support calls into CRM database.

  • Assess situations presented and make appropriate complaint and escalation determinations.

  • Follow up on all assigned customer complaints, including the procurement of patient information and any other documentation requested by the Customer Loyalty and Regulatory teams.

    Field Representative/Sales Support

  • Refer customer needs for field based training and service to appropriate field representative.

  • Pass on sales leads to representatives when becoming aware of such opportunities

  • Notify sales representatives concerning site issues or escalations for follow-up and complaint closure.

    Business Support

  • Serve on project and process teams to provide the business with a technical and clinical resource to ensure services interests are well represented.

  • Creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems.

    Educational Support

  • Help train hospital personnel attending Colorado based training programs on the clinical and technical use of Medtronic Navigation products

  • Serve as backup instructor for basic level course offerings within the Medtronic Navigation Education Center

  • Participate in "Train the Trainer" sessions to support in-house training seminars for customers with newly installed systems and add-on products

  • Participate in and support product labs as necessary

  • All activities must be performed in compliance with the Quality System.

  • Performs duties in compliance with environmental, health and safety related site rules, policies or governmental regulations.

  • All other duties as assigned.

  • Travel requirement: 10-20%

    MUST HAVE

    IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME

    EDUCATION REQUIRED

  • B.S./B.A.

    SPECIALIZED KNOWLEDGE REQUIRED

  • Proficient with the use of basic hand tools.

  • Proficient in the use of PC software applications including Microsoft Office.

    NICE TO HAVE

  • B.S./B.A. in a technical, scientific, or medical related field.

  • 2+ years of work experience in a clinical/technical setting.

  • Experience in networked computer environments and operating systems (DOS, UNIX preferred).

  • Solid aptitude for using mechanical and electronic devices.

  • Prior technical service, support and training experience.

  • Experience in conflict management.

    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.

    Let's work together to address universal healthcare needs and improve patients' lives.Help us shape the

    future.

    Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.

    Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.

    PHYSICAL JOB REQUIREMENTS

    The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    DISCLAIMER

    The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

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