Medical Device Field Specialist

2 months ago


Singapur, Singapore Medtronic Full time

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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