Associate Technical Service Specialist at Medtronic

California, Kentucky, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Bachelor’s degree required in Computer Science or technical related field
Solid aptitude for using PC/Desktop support (nice to have)
Prior technical service support and training experience (nice to have)
2+ years of work experience in a clinical/technical setting (nice to have)
Experience in networked computer environments and operating systems (DOS, UNIX preferred) (nice to have)
Experience in conflict management (nice to have)
Up to 25% travel required (10-20% specified)
Ability to perform duties in compliance with Quality System, environmental, health, and safety rules, policies, or government regulations

Responsibilities

Provides in-house technical support, including hardware and software troubleshooting, for Medtronic Endoscopy portfolio products via Technical Support call center to assist customers and field staff
Utilizes expertise to resolve patient-on-the-table issues as well as those occurring outside of surgery
Records all incoming support calls and emails into appropriate systems and performs appropriate follow-up actions
Shares experience from customer interactions with other departments and acts as the Voice of Customer on new product development teams
Resolves technical problems that originate by telephone in a call center/help desk environment
Uses expertise in customer service and technical knowledge to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products
Works with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products
Provides technical support to users for either PC, server or mainframe applications and hardware
Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures
Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems
Maintains a troubleshooting tracking log ensuring timely resolution of problems
Recommends systems modifications in order to reduce user problems
Participates on project and process teams to provide the business with technical and clinical insight, ensuring that Service’s interests are well represented
Assists with creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems
Assists with other Educational, Service, Marketing, and Business support as needed
Performs all other duties as assigned

Skills

Key technologies and capabilities for this role

Technical SupportHardware TroubleshootingSoftware TroubleshootingCustomer ServiceCall CenterHelp DeskEndoscopy ProductsProduct InstallationCustomer Training

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this position is remote to enhance competitive edge and expand cross-functional collaboration efforts, though it requires up to 25% travel.

What are the main responsibilities of the Associate Technical Service Specialist?

The role involves providing in-house technical support for Medtronic Endoscopy products via a call center, troubleshooting hardware and software issues, recording support interactions, and sharing customer insights with other departments.

What skills and experience are required for this role?

Expertise in customer service and technical knowledge for resolving issues with software/hardware installation, usage, and training is required, along with experience in a call center/help desk environment.

What is the company culture like at Medtronic?

Medtronic fosters a culture of innovation, diversity, and patient-centricity, seeking diverse employees who are passionate and represent varied life experiences to drive bold ideas and healthcare equity.

What makes a strong candidate for this position?

Strong candidates have technical expertise in hardware/software troubleshooting, customer service experience in a call center setting, and the ability to collaborate cross-functionally while representing the voice of the customer.

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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