Field Technical Service Specialist

**Careers That Change Lives
**We are a learning culture. An inventive and collaborative group. We are dedicated to making sure that every patient gets the best product — when they need it. We have strong ties to our local communities. Our vibrant employee communities respect and value individual experience and perspective as we aim to improve lives and the access to healthcare.

**A Day in The Life
**The Field Support Engineer is responsible for all aspects of equipment support performed at customer sites or prior to delivery, and to ensure that it is completed in compliance with all company policies and standard operating procedures. This may include pre-delivery inspection, installation, commissioning, planned maintenance, troubleshooting, assessment, breakdown repair, and in-service to customers on basic device maintenance.

He or she is the main contact point with the local customers. May be responsible for providing quotations and negotiating discounts within their approved DOA (Delegation of Authority).

POSITION RESPONSIBILITIES INCLUDE, but not limited to:

- Effectively manage the customer expectation and compliance with customers' SLAs (Service Level Agreement) and safety
- Able to support last minute call to attend the customer onsite calls at non-working hours.
- Supports minor projects, including performing tests, interpreting data, developing reports
- Performs technical activities requiring considerable judgement
- Has working knowledge of all products and can provide some guidance to lower level employees including 3rd party service provider engineers
- Expected to independently propose solutions to problems for supervisor review
- Has unsupervised interaction with customers involving simple negotiations
- Obtains and provides technical information on matters of significant importance to the job area
- Able to advise internal and external customers on available service options and make recommendations as a consultant
- Able to assist in providing on the job guidance to other employees within job area
- Manages own workload and ensures timely completion of tasks
- Acts as an escalation point for issues encountered in the field
- Monitors own certification status and highlights need for re-certification
- Coordinate test tool and spare part availability in the field
- Communicates independently with biomedical engineers, the in-country commercial organization, and customers
- Ability to work on tasks which are typically not routine
- Lead by example in good documentation practice
- Responsible to ensure all documentation / system entries are fully complete in a timely manner
- Assist the commercial and junior team members during product demonstrations
- Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions
- Travel locally up to 90% of the time
- Travel regionally up to 10% of the time (US for training, SEA for support) Flexible working schedule based on customer requirements

**Must Have**:

- 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

**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. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

**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 Condition