Principal Technical Service and Ongoing Support Specialist - (Remote, EMEA Based) at Medtronic

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

5+ years of relevant experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting
Experience troubleshooting software issues and communicating effectively with customers
Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management
Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers
Experience leveraging device logs or other debugging methods to remotely diagnose issues
Responsive problem solver and action-oriented in resolving customer issues and meeting customer requirements
Excellent verbal and written communication skills
Preferred: Strong understanding of video and imaging technologies, along with hands-on experience in cloud-based solutions—particularly AWS—and familiarity with core system architecture, services, and tools
Preferred: Proficiency in computer systems, with practical experience using platforms such as ERP systems, Jira, ServiceNow, or ServiceMax

Responsibilities

Assist in the deployment and maintenance of our surgical video ecosystem
Maintain a deep understanding of surgical video management systems
Act as a primary point of contact and issue triage/resolution for our live customers
Assist in the design and refinement of our technical support structures in line with our overall global support strategy
Timely issue resolution and troubleshooting, both remotely and through some localized field support
Support of the implementation team, including onsite pre-installation surveys, installation, maintenance and upgrades
Interface and build relationships with sales and implementation personnel to provide a unified voice to the customer
Provide remote and (in selected circumstances) on-site technical support to custom computing devices while driving customer satisfaction through exemplary customer service and effective communication
Follow the customer journey, including technical support during pre-sales, implementation, Go-live and post-Go live
Collaborate internally with implementation, sales, product and engineering teams as part of a Global team

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingIssue ResolutionCustomer SuccessVideo ManagementSurgical DevicesDeploymentMaintenanceCustomer Service

Questions & Answers

Common questions about this position

Is this position remote, and what are the location requirements?

The position is remote and based in EMEA.

What salary is offered for this role?

This information is not specified in the job description.

What experience and skills are required for this position?

Candidates need 5+ years in a technician, field service, or customer support role in healthcare, experience troubleshooting software issues, network infrastructure knowledge including IP address assignment and firewall configuration, and ability to configure devices for NTP, DNS, and proxy servers.

What is the team structure like for this role?

The role is part of a Global Customer Success team, collaborating with implementation, sales, product, and engineering teams.

What makes a strong candidate for this Principal TSOS role?

A strong candidate has 5+ years of healthcare technical support experience, excels in troubleshooting software and network issues remotely, and is responsive, action-oriented, with excellent communication skills.

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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