Medtronic Senior Technical Service Specialist - Surgical Robotics in Madrid, Spain
Senior Technical Service Specialist - Surgical Robotics
Jul 20, 2021
Careers that Change Lives
The Robotics Field Service Engineer (Sr Technical Service Specialist) is responsible for all aspects of equipment support performed at customer sites or before delivery, and to ensure that it is completed in compliance with all company policies and standard operating procedures. This will include, pre-installation checks, system installation/commissioning, planned maintenance, troubleshooting, assessment and breakdown repair.
The Robotics Field Service Engineer is the main contact point with the local customers and the local commercial team for all Service Repair related questions.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
Lead and execute installations and commissioning of new equipment
Perform preventive maintenance as per service manual checklist. Perform appropriate testing to confirm system functionality according to the manufacturers specifications.
Attend breakdown calls and perform repairs and troubleshooting independently.
Support future product integrations by performing upgrades and or configuration updates to existing and future Surgical Robotic products.
Provide testing and validation support data to the Global Service organization, as applicable.
Assist in technical support for users of Robotic system. This will include phone remote support for users and technical staff.
Drive the escalation process to resolve customer issues.
Collaborate with other field service engineers to troubleshoot difficult service activities.
Travel to sites to work as a member of the local team to provide efficient repair/installation support.
Has in-depth knowledge of all relevant products and can guide other members of the team as well as in-house Biomedical Engineers.
Performs technical activities requiring considerable judgment and may have ownership of minor projects
Expected to independently propose solutions to problems for supervisor review
Manages own workload and ensures timely completion of tasks
Acts as an escalation point for issues encountered in the field
Monitors own training certification status and highlights the need for re-certification
Coordinate test tools and spare parts availability, including broken part returns in the field
Communicates independently with biomedical engineers, commercial organization, and customers
Lead by example in good documentation practice
Responsible to ensure all documentation/system entries are fully complete promptly
Obtains and provides technical information on matters of significant importance to the job area
Able to advise internal and external customers on service contract options
Responsible for providing guidance, coaching and training to other employees within the job area
Assist the commercial team during product demonstrations and tender support
Connects easily with the stakeholders and is customer focused
Must-Have: Minimum Requirements
Bachelors degree required
Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience. Good knowledge of troubleshooting methods/skills and capital equipment control
Strong analytical and problem-solving skills that are balanced with speed and effectiveness.
Effective verbal and written English communication skills
A very respected Team player with strong interpersonal skills
Excellent at managing in stressful situations including commercial/sales discussions.
Available to travel domestically and internationally work outside of core office hours.
Nice to Have
Vocational/ Trade certificate with minimum 8 years of experience; Diploma/ Associate Degree with minimum 5 years of experience; Bachelors Degree with minimum 3 years of experience
In-depth experience with medical devices for a minimum of 3 years
Requires complete and broad knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education
Effective presentation and negotiation skills
Proficiency in Microsoft Office
Biomedical Engineering background
Working knowledge of ISO13485 / GDPMD
Knowledgeable in ESD precautions and practice
Systems are primarily used in the operating room, so healthcare / surgical setting experience.
Experience with robotics or motion control within a large capital equipment environment.
Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.
Strong attention to detail and accuracy.
Experience with service sales and promotion
Experience with SAP / Service Max
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.
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We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.
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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.