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The primary responsibility of the Global Field and Technical Services organization is to provide technical support for AF Solutions' multi-product ablation business. The right candidate will possess a mix of technical, leadership, and communication skills in the delivery of service and support to AF Solutions' customers. The candidate must be driven to succeed and willing to invest the time necessary to assist in the development of a world class service organization where customer service is a competitive advantage to the AF Solutions business.
This role will support AF Solutions' internal and external customers. This includes resolving technical questions and inquiries, leading cross-functional projects aimed at increasing customer satisfaction and service effectiveness, acting as the voice of the customer on product development projects and supporting AF Solutions' global expansion efforts. This position will involve significant time communicating with AF Solutions customers. Often a call is received while a procedure in progress, and requires the engineer to quickly resolve the issue in a professional and patient manner, allowing the procedure to continue.
A Day in the Life:
- Build a deep technical knowledge of the AF Solutions capital equipment to allow for technical assessment, installation, troubleshooting, repair and maintenance; both remotely and in person as needed.
- Respond to customer and field personnel technical inquiries accurately and efficiently, by phone and email, during standard business hours and outside business hours on a rotational basis.
- Maintain and submit technical records and documentation as per regulatory requirements.
- Provide process, documentation, tools, equipment, and materials to the global field service organization to allow them to accomplish their work effectively and efficiently.
- Update or create procedures, quality documents, service manuals, or other documentation required for field and technical services teams.
- Manage projects aimed at increasing customer uptime and service effectiveness.
- Provide input to the organization on key projects focused on quality improvements, system updates and next generation equipment.
- Provide training to internal field service, technical service, sales and clinical personnel.
- Work with the global field organization to support service activities in existing markets and expansion into new markets.
Required: - Bachelors of Engineering degree (Mechanical, Electrical, or Bio-Medical)
- At least one year of Degree-related industry experience
- Demonstrated communication skills, both oral and written
- Personal productivity and self-discipline to accomplish multiple tasks simultaneously, while meeting critical project timelines
- Experience using tools such as Word, Project, Excel, PowerPoint, Visio and/or Adobe Acrobat, and Internet search engines
- Ability to travel domestically and internationally up to 10% of the time
Nice to Have: - Knowledge of Medical device use and/or design
- Experience with electro-mechanical equipment
- Experience in project management in a service or engineering role and have formal work experience with Project Management tools such as Microsoft Project
PHYSICAL JOB REQUIRMENTS:
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.
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.
ABOUT MEDTRONIC:
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology 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 can 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.
