Principal Technical Service and Ongoing Support Specialist

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.

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, 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.

The Principal Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and (in selected circumstances) 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. 

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

• Assist in the deployment and maintenance of our surgical video ecosystem.
• 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.

Required Knowledge and Experience:

• 5+ years of relevant experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting. 
• Experience troubleshooting software issues and communicating effectively with customers. 
• Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management.
• Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.
• Experience leveraging device logs or other debugging methods to remotely diagnose issues
• Responsive problem solver and action-oriented in resolving customer issues and meeting customer requirements. 
• Excellent verbal and written communication skills.

Preferred skills include a strong understanding of video and imaging technologies, along with hands-on experience in cloud-based solutions—particularly AWS—and familiarity with core system architecture, services, and tools. Proficiency in computer systems is essential, with practical experience using platforms such as ERP systems, Jira, ServiceNow, or ServiceMax.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Medtronic offers a competitive Salary and flexible Benefits Package
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.
 

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here