Technical Support Specialist

Technical Support Specialist

Medtronic Cardiac and Vascular
2-5 years
Not Specified

Job Description

Careers That Change Lives
Bring your talents to an industry leader in medical technology and healthcare solutions - we're a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value - and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.
Join us for a career that changes lives.
A Day in the Life
Technical Support Specialist
Key responsibilities:
  • Provide efficient installation support, perform planned maintenance procedures, diagnose issues and perform repairs in the assigned territory. This will include on-site and remote support for customers and staff.
  • Work as a team member with the Head Office Services and Training Manager as well as Technical Services Manager to prioritize customer technical support and service expectation goals.
  • Utilize the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving. Ensure full documentation of all assigned complaints, follow-up actions, root cause analysis and final resolution within the Customer Complaint tracking system
  • Maintain and provide records of all activities in the field. This includes both on-site and remote support work. Provide regular CRM database updates concerning customer contact and site visit outcomes
  • Perform appropriate testing to confirm products operate according to manufacturer's specifications
  • Travel to customer sites to provide sales and clinical support of imaging/navigation products. These surgical cases may occur in the course of normal business or for evaluation/demo trial periods.
  • Ensure that the Company's agreed quality standards (including ISO13485) are maintained with regard to its products, procedures, policies, operations and customer contact

Must Have: Minimum Requirements
  • Bachelor's degree required
  • Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience

Nice to Have
  • Bachelor Degree with minimum of 1-3 years of relevant experience
  • Radiation Use License for assigned territory (e.g. QLD). Licensing in additional states also preferred.
  • White Certificate (QLD OH&S)
  • Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc)
  • Electrical License or Restricted Electrical License
  • Experience with medical imaging systems, such as x-ray systems, mobile fluoroscopy, CT or MRI systems.
  • Certification and licensure as an x-ray service person beneficial but not necessary. Familiarity with regulatory guidelines and radiation safety (e.g. status as Radiation Safety Officer).
  • Prior experience with Computer-Assisted Surgery (a.k.a. Image-Guided Surgery)
  • Experience providing technical support and services on computer hardware and software applications, preferably for a healthcare or medical products company. Familiarity with UNIX/LINUX commands.

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 Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

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