Senior Technical Services and Ongoing Support Manager, Digital Technologies at Medtronic

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, MedTechIndustries

Requirements

Bachelor’s degree required
Minimum of 7 years of relevant experience with 5+ years of managerial experience, or advanced degree with a minimum of 5 years of relevant experience with 5+ years of managerial experience
Extended experience in supporting medical devices
Business acumen and strategic mindset - track record of successfully driving service strategy
Familiar with service software platforms and experience with service data integration
Ability to communicate and influence effectively across multiple teams
Strong project management skills
Ability to work from the London office for at least 2 to 3 days per week
Willingness to work flexible hours to support collaboration across different regions and time zones
Willingness to travel approximately 10–15% of the time, depending on project needs
Experience working with connected devices, digital solutions, and/or video streaming is preferred, along with a background in digital healthcare

Responsibilities

Define and execute the global technical support strategy, aligned with the Business growth, enterprise strategy, customer needs and product evolution
Oversee support operations across multiple global markets
Lead, expand and continue to develop a global team of TSOS specialists
Maintain and develop KPIs, SLAs and escalation frameworks to ensure fast, effective resolution of customer issues while assisting in managing ticket escalations and prioritisation and communication of risks to the business
Ensure consistent support standards across regions while adapting to local market requirements
Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development
Drive adoption and optimisation of support tools, processes and documentation
Work with Quality/Regulatory teams to ensure compliance with medical device standards and reporting obligations
Introduce automation and AI-based support enhancements where possible and cost effective

Skills

Technical Support

Customer Success

Team Leadership

Service Strategy

Global Operations

Computer Vision

Augmented Reality

Data Analytics

Video Management

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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