Principal Technical Service and Ongoing Support Specialist - (Remote, EMEA Based)

Medtronic; Berlin; Remote; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading global healthcare technology company in Berlin seeks a technician to support its surgical video ecosystem. The role focuses on deployment, maintenance, and customer communication. Ideal candidates have over 5 years of experience in a healthcare support role and strong troubleshooting skills. Competitive salary and benefits are offered.

Leistungen

Competitive salary

Flexible benefits package

Qualifikationen

• 5+ years of relevant experience in healthcare as a technician, field service, or support role.
• Experience in troubleshooting software and network issues.
• Ability to effectively communicate with customers in an acute clinical setting.

Aufgaben

• Assist in deployment and maintenance of the surgical video ecosystem.
• Timely issue resolution and troubleshooting for live customers.
• Support implementation team during installation and upgrades.

Kenntnisse

Technical support

Customer communication

Troubleshooting software

Network infrastructure knowledge

Responsive problem solving

Excellent verbal and written communication

Tools

ERP systems

Jira

ServiceNow

ServiceMax

Cloud solutions (AWS)

Jobbeschreibung

Overview

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.

A Day in the Life

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.

Responsibilities

• 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

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.

Benefits & Compensation

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.

About Medtronic

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