Medical Device Field Specialist
2 months ago
Transforming Lives through Medical Technology
At Medtronic, we're committed to making a meaningful difference in the lives of our patients. As a Field Technical Service Specialist, you'll play a critical role in ensuring that our medical devices are delivered and supported with the highest level of quality and care.
About the Role
This is a unique opportunity to join our team of dedicated professionals who are passionate about delivering exceptional customer service and support. As a Field Technical Service Specialist, you'll be responsible for:
- Providing technical support and maintenance for our medical devices at customer sites
- Ensuring compliance with company policies and standard operating procedures
- Managing customer expectations and SLAs
- Supporting minor projects and performing technical activities requiring considerable judgment
- Providing guidance to lower-level employees and 3rd-party service provider engineers
- Independently proposing solutions to problems for supervisor review
- Interacting with customers, including simple negotiations
- Obtaining and providing technical information on matters of significant importance
- Advising internal and external customers on available service options and making recommendations
- Assisting in providing on-the-job guidance to other employees
- Managing own workload and ensuring timely completion of tasks
- Acting as an escalation point for issues encountered in the field
- Monitoring certification status and highlighting need for re-certification
- Coordinating test tool and spare part availability in the field
- Communicating independently with biomedical engineers, commercial organization, and customers
- Ability to work on tasks which are typically not routine
- Leading by example in good documentation practice
- Responsible to ensure all documentation/system entries are fully complete in a timely manner
- Assisting commercial and junior team members during product demonstrations
- Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions
- Traveling locally up to 90% of the time
- Traveling regionally up to 10% of the time (US for training, SEA for support)
- Flexible working schedule based on customer requirements
Requirements
- Diploma or degree in engineering
- In-depth experience in a customer environment for at least 4 years
- In-depth experience with medical devices for a minimum of 2 years
- Valid local driver's license and vehicle
Your Profile
- Working knowledge of ISO13485/Global Distribution Practice for Medical Devices (GPMD)
- Knowledgeable in Electrostatic Discharge (ESD) precautions and practice
- Working experience in ICU/Operating Theatre/relevant hospital/healthcare environment
- Experience with service sales and promotion
- Opex-Lean/Six Sigma certification
- Experience with SAP/Service Max
- Formal training in: Negotiating skills, Key accounts management, Consultative selling skills or equivalent
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