Global Support Engineer - Surgical Robotics

March 26

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $72.8k - $109.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Medtronic

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Medtronic is a global leader in medical technology and services, driven by a mission to alleviate pain, restore health, and extend life for millions of people worldwide. The company develops groundbreaking healthcare solutions and partners with healthcare professionals to optimize treatments for complex conditions, offering a wide range of products, therapies, and integrated health solutions. With a presence in over 150 countries and a commitment to health equity and sustainability, Medtronic aims to improve healthcare access and outcomes globally.

10,000+ employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• Lead and drive Field service escalation program management for supporting installed RAS systems • Provide LIII engineering field support by following the appropriate use of the escalation process, when other avenues for resolution are exhausted • Validate warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis • Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation • Work closely with Regional Field Service management to coordinate activities • Provide timely and accurate follow-up to broader Services team for call closure and escalation follow-up • Develop content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities • Develop, maintain, and distribute quarterly actionable service metrics specific to RAS service activities

🎯 Requirements

• Bachelors degree required • 3+ years of service experience, at least 1 year of medical device experience with robotics technologies a plus • Experience providing technical support & services, including equipment and application support • Systems are primarily used in the operating room, so healthcare/surgical setting experience • Familiarity with FDA product requirements and regulatory guidelines • Experience with robotics or motion control • Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments • Strong attention to detail and accuracy • Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc) • Ability to read and understand schematics and engineering drawings • Familiar with the FDA 21 CFR, CGMP for Medical devices • Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com) • Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner • Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements • Ability to work under minimum supervision with a high degree of organizational, technical, and business competence • Ability to function well under pressure and expend effort to meet schedules and deadlines

🏖️ Benefits

• Health, Dental and vision insurance • Health Savings Account • Healthcare Flexible Spending Account • Life insurance • Long-term disability leave • Dependent daycare spending account • Tuition assistance/reimbursement • Simple Steps (global well-being program) • Incentive plans • 401(k) plan plus employer contribution and match • Short-term disability • Paid time off • Paid holidays • Employee Stock Purchase Plan • Employee Assistance Program • Non-qualified Retirement Plan Supplement (subject to IRS earning minimums) • Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)