A Day in the Life

At Medtronic, we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team! Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem solution is an innovative video management, and data analytics and livestream platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery.

 A Day in the Life 

 As we expand our Touch Surgery Enterprise Ecosystem solution, this is an exciting opportunity to join the company. The Sr Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and on-site technical support to our custom computing devices while driving customer satisfaction through exemplary customer service and effective communication. As part of a Customer Success team, your responsibilities will follow the customer journey, including technical support during pre-sales, implementation, Go-live and post-Go live. While collaborating internally with our implementation team, you'll be a part of a Global team, and a key partner to sales, product and engineering teams. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

•  Assist in the deployment and maintenance of our surgical video ecosystem, Touch Surgery Enterprise.
• Maintain a deep understanding of surgical video management systems. 
• Act as a primary point of contact and issue triage/resolution for our live customers 
• Assist in the design and refinement of our technical support structures in line with our overall global support strategy 
• Timely issue resolution and troubleshooting, both remotely and through some localized field support
• Support of the implementation team, including onsite pre-installation surveys, installation, maintenance and upgrades.
• Interface and build relationships with sales and implementation personnel to provide a unified voice to the customer. 

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

• Provides in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota.
• Provides technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems.
• Provides sales personnel with technical data necessary for the demonstration of products.
• Acts as a liaison between sales personnel and customers on technical issues.
• May make technical presentations at sales meetings and customer locations.

• Bachelors degree required
• Minimum of 4 years of experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting, or advanced degree with a minimum of 2 years relevant experience

• Experience troubleshooting software issues and communicating effectively with customers 
• Experience with device configurations for connection to NTP, DNS, DHCP, proxy and VPN servers Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.
• Preferable knowledge of video and imaging technologies 
• Experience with Cloud based solutions, preferably AWS, with knowledge of basic system architecture, services, and tools available
• Strong computer skills and experience with ERP, Jira, ServiceNow or ServiceMax 
• Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management 
• Experience leveraging device logs or other debugging methods to remotely diagnose issues in the field 
• Responsive problem solver and action-oriented in resolving customer issues and meeting customer requirements. 
• Excellent verbal and written communication skills