Global Support Engineer II - Surgical Robotics at Medtronic

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical Devices, RoboticsIndustries

Requirements

Considered an expert in the field within the Medtronic organization
Engineering expertise for Level III technical support in Robotic Assisted Surgery (RAS) systems
Willingness to travel to sites for system repair, validation, and data gathering
Knowledge of RAS quality system and compliance requirements

Responsibilities

Lead and drive Field service escalation program management for supporting installed RAS systems
Provide Level III engineering field support following escalation processes, including travel to sites for system repair, validation, and data gathering
Validate warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis
Deliver technical training, Field Replaceable Unit (FRU) upgrades strategy, and implementation
Work closely with Regional Field Service management to coordinate activities
Serve as services ECO (change order) representative in R&D projects, including ECO origination for service-based deliverables and ECO approval for activities with Service impact
Provide timely and accurate follow-up to broader Services team (outside of RAS S&R) for call closure and escalation follow-up
Develop content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities
Develop, maintain, and distribute quarterly actionable service metrics specific to RAS service activities
Actively participate in RAS quality system as a liaison between service team and quality group, ensuring 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 engineering staff and customer base to improve the functionality of the system
Provide product technical troubleshooting for Global field technical escalations
Manage spare parts provisioning
Develop strategies for field replacement units in collaboration with the RAS operations team and Principal technical Service Lead
Implement and monitor service projects/processes associated with the Robotic Assisted Surgery System
Represent service on all appropriate business groups
Work closely with factory and field management and cross-functional teams on Field service aspects of new product introductions and field technical trainings
Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction
Perform other duties as assigned/requested by management

Skills

Surgical Robotics

Robotically Assisted Surgery

Technical Troubleshooting

Spare Parts Provisioning

Field Service

Uptime Management

RAS System

Service Engineering

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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