Field Services Engineering III - CA

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. A Day in the Life CAREERS THAT CHANGE LIVES: This position has the responsibility and authority to provide remote and on-site engineering support to the navigation, intraoperative imaging and robotic products installed at customer sites, while driving customer satisfaction through exemplary customer service and effective communication. RTG (Restorative Therapies Group): 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: * Travel to sites to work as a member of the local team to provide efficient repair, maintenance and installation support to all accounts within assigned area. * Installs, operates, maintains, repairs and modifies equipment on designated equipment. * Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations * Analyzes and evaluates products and related performance. * Troubleshoots and diagnoses malfunctions to resolve system issues in a timely manner. * Support future product integrations by performing upgrades and/or configuration updates to existing and future imaging, navigation and robotic capital equipment. * Lead and participate in product technical repair and clinical use training with domestic, international and 3rd party staff members. * Liaison between engineering staff and customer base to improve the functionality of the system. * Interface and build relationships with sales personnel to provide a unified voice to the customer, while representing the service organizations policies, needs and strategies. * Provide testing and validation support to the manufacturer's organization, as applicable. * Assist in technical support for users of intra-operative imaging system, navigation and robotic surgical equipment including phone support for users and technical staff. * Keeping accurate records of discussions or correspondence with customers including all assigned complaints, follow-up actions, root cause analysis and final resolution within the complaint tracking system. * Participate in weekly teleconferences for escalations, post activity recaps, and required training. * Provide proactive, clear communication with all levels of management both within Medtronic and within the customer organization. * Performs duties in compliance with environmental, health and safety related site rules, policies or governmental regulations. * Travel requirement: 50-75% To be considered for this role, please ensure the minimum requirements are evident on your resume. * High School Diploma and 4+ years technician, field service or customer support experience. Nice to Have * Bachelor's degree in Bioengineering, engineering or technology field. * Previous experience as Technician/Field Services within medical device industry. * Experience with orthopedic anatomy, surgical protocol and medical terminology. * Ability to troubleshoot with technical skills, creativity and high discipline. * Familiarity with most commonly used test equipment (i.e.: dosimeter, power supplies, DVM's, signal generators, flow meters, etc.) * Ability to read and understand schematics and engineering drawings. * Familiar with the FDA 21 CFR, CGMP for Medical devices. * Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner. * Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements. * Experience with x-Ray systems particularly mobile fluoroscopy or CT systems. * Experience with robotics or motion control TECHNICIAN SUPPORT CAREER STREAM: Provides technical support in areas such as production, operations, maintenance, safety, testing, process improvement or product development. Uses schematics, diagrams, written and verbal descriptions or defined plans to perform testing and troubleshooting on electronic or mechanical components, equipment or systems. Gathers, maintains, formats, compiles, and manipulates technical data using established formulae and procedures, and performs detailed mathematical calculations. For higher levels, may suggest and/or make improvements to optimize work processes. DIFFERENTIATING FACTORS Autonomy: Seasoned individual contributor, working under limited supervision, and providing assistance and training to lower level employees. Runs minor projects, including performing tests, interpreting data, developing reports. Organizational Impact: Performs technical activities requiring considerable judgment and may have ownership of minor projects. Work consists of technical tasks that are typically not routine. Innovation and Complexity: Technical problems faced are general, and may require some analysis to understand and resolve. Expected to independently propose solutions to problems for supervisor review. Communication and Influence: Communicates typically with internal contacts . Obtains and provides technical information on matters of moderate importance to the job area. Leadership and Talent Management: Responsible for providing guidance, coaching and training to other employees within job area. Required Knowledge and Experience: Requires complete and broad knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education. Requires minimum of 4 years of relevant experience; may require vocational or technical education or certification in addition to prior work experience. 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 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. Benefits & Compensation 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. Salary ranges for U.S (excl. PR) locations (USD):$60,000.00 - $90,000.00 Medtronic benefits and compensation plans About Medtronic 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 90,000+ 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. Learn more about our business, mission, and our commitment to diversity here. 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. At Medtronic, most positions are posted on our career site for 3-7 days.

Created: 2024-11-02