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Global Support Engineer II - Surgical Robotics

Global Support Engineer II - Surgical Robotics

Medtronic PlcDallas, TX, US
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Global Support Engineer Surgical Robotics

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

Impact patient outcomes. Come for a job, stay for a career.

Medtronic strives to enable earlier diagnosis, better treatment, recovery, and enhanced patient outcomes through less invasive surgical solutions.

The Robotic Surgical Technologies Business Unit set the standard for Robotically Assisted Surgery (RAS) by creating innovative surgical products and services that focus on surgical procedures of diseases and conditions.

The Global Support Engineer, as part of the RAS service team, will be responsible for providing product technical troubleshooting for Global field technical escalations, spare parts provisioning, and development of strategies for field replacement units in collaboration with the RAS operations team and Principal technical Service Lead.

This individual is considered an expert in the field within the Medtronic organization. Key measures of success include uptime management, internal and external customer satisfaction and functional objectives as well as Service specific goals and objectives. In this role, the individual will help implement and monitor service projects / processes associated with the Robotic Assisted Surgery System.

This role will represent service on all appropriate business groups. This work includes working closely with factory and field management and cross functional teams on the Field service aspects of new product introductions, field technical trainings as well as providing Level III technical support to the field.

Day in the Life :

  • Lead and drive Field service escalation program management for supporting installed RAS systems.
  • Provide LIII engineering field support by following the appropriate use of the escalation process, when other avenues for resolution are exhausted. This activity may include travel to sites to perform both system repair, validation, and data gathering
  • Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis.
  • Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation. Work very closely with Regional Field Service management to coordinate activities
  • Be a services ECO (change order) representative in R&D projects. Includes both ECO origination for service based deliverables as well as ECO approval for all business 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.
  • Active participation in RAS quality system. Function as a liaison between service team and the quality group. Ensure 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 appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction.
  • Other duties as assigned / requested by management.
  • All activities must be performed in compliance with the Quality System.
  • Travel requirement (international possible) : 20-40%

Qualifications - External

Must Have : Minimum Requirements

  • Bachelors degree required
  • 3+ years of service experience, at least 1 year of medical device experience with robotics technologies a plus

    • Nice to Have

  • Biomedical Engineering degree or equivalent
  • Experience providing technical support & services. Including equipment and application support.
  • Systems are primarily used in the operating room, so healthcare / surgical setting experience
  • Familiarity with FDA product requirements and regulatory guidelines
  • Experience with robotics or motion control
  • Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
  • Strong attention to detail and accuracy
  • Familiarity with most commonly used test equipment (i.e. : power supplies, DVMs, signal generators, flow meters, etc)
  • Ability to read and understand schematics and engineering drawings
  • Familiar with the FDA 21 CFR, CGMP for Medical devices
  • Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com)
  • Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task
  • Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements
  • Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
  • Ability to function well under pressure and expend effort to meet schedules and deadlines

    • Other Potential Responsibilities

  • Provide training and support to hospital staff on proper setup and use of the Hugo RAS system.
  • Support Training Facilities as needed - Support RAS System troubleshooting at the training center
  • In concert with the Medtronic Startup Specialists and the hospital staff, prepare the operating room to host the Medtronic robot

    • 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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

    Salary and benefits

    A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

    The provided base salary range is used nationally in the United States (except in Puerto Rico and certain CA locations). The rate offered is compliant with federal / local regulations and may vary by experience, certification / education, market conditions, location, etc.

    This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) here.

    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. For Office Roles : While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

    Physical Job Requirements

    The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

    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. For Office Roles : While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

    Benefits & Compensation

    Medtronic offers a competitive Salary and flexible Benefits Package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

    Salary ranges for U.S (excl. PR) locations (USD) : $72,800.00 - $109,200.00 This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

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