Associate Technical Service Specialist

Medtronic•Lafayette, CO

23h•Onsite

About The Position

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 At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. In-person exchanges are invaluable to our work. We’re working a minimum of 4 days a week onsite as part of our commitment to fostering a culture of professional growth and cross-functional collaboration as we work together to engineer the extraordinary. Careers that Change Lives We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader —that’s why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients. The Associate Technical Service Specialist provides in-house technical support, including hardware and software troubleshooting, for Medtronic Cardiovascular and Surgical Technology 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. Responsibilities may include the following and other duties may be assigned. 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 Service’s interests are well represented. Assists with creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems. Assists with other Educational, Service, Marketing, and Business support as needed. All activities must be performed in compliance with the Quality System. Performs duties in compliance with environmental, health, and safety related site rules, policies, or governmental regulations. Performs all other duties as assigned.

Requirements

Bachelors degree required with 0 years of experience

Nice To Haves

BS / BA in a technical, scientific, or medical related field.
2+ years of work experience in a clinical/technical setting.
Familiarity with cardiovascular perfusion
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.

Responsibilities

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 Service’s interests are well represented.
Assists with creation of Service Support Plans for new product development to increase serviceability of new and existing products/systems.
Assists with other Educational, Service, Marketing, and Business support as needed.
All activities must be performed in compliance with the Quality System.
Performs duties in compliance with environmental, health, and safety related site rules, policies, or governmental regulations.
Performs all other duties as assigned.

Benefits

Medtronic offers a competitive Salary and flexible Benefits Package
We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
Health, Dental and vision insurance
Health Savings Account
Healthcare Flexible Spending Account
Life insurance
Long-term disability leave
Dependent daycare spending account
Tuition assistance/reimbursement
Simple Steps (global well-being program)
Incentive plans
401(k) plan plus employer contribution and match
Short-term disability
Paid time off
Paid holidays
Employee Stock Purchase Plan
Employee Assistance Program
Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)