Careers that Change LivesWe 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.A Day in the LifeThe 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.Travel requirement: 10-20%Must Have: Minimum RequirementsBachelors degree required0 years of experience requiredNice to HaveBS / BA in a technical, scientific, or medical related field.2+ years of work experience in a clinical/technical setting.Familiarity with cardiovascular perfusionExperience 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.About MedtronicTogether, 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. 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 want to 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.Physical Job RequirementsThe 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. (ADA-United States of America)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. Learn more about our benefits here . This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) here . The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).
