Technical Service Specialist

Technical Service Specialist

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

Do you want to write a chapter in our story of innovation? We have a brand new and unique opportunity for an experienced Technical Service Specialist to join Medtronic! You will thrive if you are able to adapt, respond, pivot and be resilient with competing business and customer demands. At Medtronic, we are committed to applying clinical and economic evidence and integrated technologies to our unmatched portfolio of therapies to develop healthcare solutions that increase patient access, improve efficiency of procedures and deliver successful patient outcomes. Our Service and Repair team is growing. This dynamic role, reporting to the Technical Services Manager, offers an excellent opportunity to play a pivotal part in supporting the servicing and maintenance of the cutting-edge Hugo™ Robotic System and advanced Digital Surgery technologies throughout New Zealand. Join us and be at the forefront of innovative healthcare solutions, working alongside a passionate team dedicated to delivering exceptional service and making a real impact in the medical technology field.

Responsibilities may include the following and other duties may be assigned:

• 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 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.
• Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction. Manage follow up activity through to full resolution.
• 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.
• Provide timely information to assigned business stakeholder/leadership teams regarding customer concerns, issues and market opportunities.
• Perform appropriate testing to confirm products operate according to manufacturer's specifications.
• Proactively identify and assist the Technical Services Manager in the closure of Services revenue opportunities to include Warranty Conversion, SSA Contract Renewal, Time/Materials, Fee-per-use and contract case coverage.

Required Knowledge and Experience:

• Bachelor Degree with 1 year experience, or a Diploma with 3 years of relevant experiences
• Relevant experiences in repairing and servicing medical devices
• Electrical Appliance Service license
• Team player
• Customer focused

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.

Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.