Field Service Engineer, Surgical Robotics

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

• →Provide efficient installation support, perform planned maintenance procedures, diagnose issues and perform repairs in the assigned territory. This will include on-site and remote support for customers and staff.
• →Work as a team member with the Technical Services Manager to prioritize customer technical support and service expectation goals.
• →Utilise the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving. Ensure full documentation of all assigned complaints, follow-up actions, root cause analysis and final resolution within the Customer Complaint tracking system.
• →Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction. Manage follow up activity through to full resolution.
• →Maintain and provide records of all activities in the field. This includes both on-site and remote support work. Provide regular CRM database updates concerning customer contact and site visit outcomes.
• →Provide timely information to assigned business stakeholder/leadership teams regarding customer concerns, issues and market opportunities.
• →Perform appropriate testing to confirm products operate according to manufacturer’s specifications.
• →Proactively identify and assist the Technical Services Manager in the closure of Services revenue opportunities to include Warranty Conversion, SSA Contract Renewal, Time/Materials, Fee-per-use and contract case coverage.

• Bachelor Degree with 1 year experience, or a Diploma with 3 years of relevant experiences
• Relevant experiences in repairing and servicing medical devices
• Electrical Appliance Service license
• Team player
• Customer focused

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. 

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