Medtronic Assoc Technical Services Specialist in Louisville, Colorado
Assoc Technical Services Specialist
Louisville, Colorado, United States
Apr 02, 2021
Associate Technical Services Specialist
Careers That Change Lives
In this exciting role as an Associate Technical Services Specialist you will have responsibility for providing in-house technical support, including hardware and software troubleshooting, for Medtronic Surgical Technologies products via an 800 Technical Support call center for customers and employees. Utilize expertise to resolve patient-on-the-table issues as well as those occurring outside of surgery. Record all incoming support calls and emails into a Customer Relationship Management (CRM) database and perform appropriate follow-up actions. Share experience from customer interactions with other departments and act as the Voice of Customer on new product development teams.
Our space, the medical device and healthcare industry, is rapidly changing. With remote monitoring, wearables, robotics, AR/VR, telemedicine, and much more, agility and responsiveness are key to our success. Experience what its like to work at a company with an exciting product pipeline full of patented inventions driving innovation in the healthcare space.
The Restorative Therapies Group develops life-restoring therapies and healthcare solutions that span the care continuum; integrating technologies and applying clinical and economic evidence to increase patient access, improve efficiency of procedures and deliver successful patient outcomes.
A Day in the Life
Provides in-house technical support, including hardware and software troubleshooting, for Medtronic Surgical Technologies products.
Records all incoming technical support calls and emails into a CRM database.
Assesses situations and appropriately investigates and escalates issues.
Follows up on all assigned customer complaints, including the procurement of patient information and all other requests from downstream complaint management teams.
Assists in managing International requests and emails and responds in a timely manner.
Assists in root-cause investigations of complaints, providing technical and clinical use expertise for supported products.
Regularly participates in an on-call role, remotely supporting after hours calls.
Assists in developing and maintaining service related documentation such as work instructions, SOPs, and knowledge articles.
Participates on project and process teams to provide the business with technical and clinical insight, ensuring that Services interests are well represented.
Assists with creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems.
Must Have: Minimum Requirements
To be considered for this role, please ensure the minimum requirements are evident on your resume.
- Bachelors Degree and 0+ Years experience in a technical setting
Nice to Have
BS / BA in a technical, scientific, or medical related field.
Ability to travel on short notice
2+ years of work experience in a clinical/technical setting.
Proficient with the use of basic hand tools
Proficient in the use of PC software applications including Microsoft Office
Experience in networked computer environments and operating systems (DOS, UNIX preferred).
Solid aptitude for using mechanical and electronic devices.
Prior technical service, support and training experience.
Experience in conflict management.
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.
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 Day in the Life 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.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.