Customer Service Manager

Freepik Company; Nava; Remote; EUR 65,000 - 90,000; Full time

Job summary

Medtronic is seeking a Remote Technical Services Specialist for its Surgical Robotics portfolio in EMEA. You will explain complex technical issues related to the Hugo RAS system and DS1 to healthcare professionals, SUS and FSEs, and act as a technical liaison across the operating unit.

Role requires a biomedical/engineering background with 4+ years (or 2+ with advanced degree) and fluency in Portuguese, English, and Italian. Expect remote support with some international travel and on-call duties.

Qualifications

• Bachelor’s or master’s degree in biomedical/electrical/mechanical engineering with 4+ years of experience or advanced degree with 2+ years, or a medical degree with technical skills.
• Fluency in Portuguese, English and Italian is required (C1).

Responsibilities

• Provide remote technical support for the Hugo robotic system and DS1 to HCP, SUS and FSE and act as a liaison between stakeholders and the operating unit.
• Drive the escalation process to resolve customer issues and initiate field service support when needed.
• Collaborate with other technical service specialists to troubleshoot complex service requests.
• Perform technical activities requiring significant judgment and own continuous improvement projects.
• Ensure all documentation/system entries are completed promptly.
• Focus on remote support with occasional onsite training domestically and internationally.
• Regular working hours 8:00-16:30 CET; on-call 7AM-7PM with rotating coverage.

Education

Bachelor’s or master’s degree in biomedical/electrical/mechanical engineering

Fluency in Portuguese, English and Italian

Job description

Remote Technical Services Specialist Surgical Robotics

Madrid Medtronic

Remote
Heerlen, Limburg, Netherlands
Madrid, Madrid, Spain
Milano, Lombardia, Italy
Lisboa, Lisboa, Portugal
Full time
R78991

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.

A Day in the Life

To support our Surgical portfolio within EMEA we are currently looking for a fulltime customer-oriented remote Technical Service Specialist with excellent communication skills and the ability to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Digital Technology DS1 (an AI-powered surgical video management and analytics platform for the operating room) to Health Care Professionals (HCP), Start-up-specialists (SUS) and Field Service Engineers (FSE). This is a great challenge for a medical technical professional with strong analytical- and problem-solving skills and with experience in an operating room environment.

Primary Responsibilities

• Provide remote technical support for the Robotic Hugo system and DS1 to HCP, SUS and FSE and serve as a technical liaison between our stakeholders and the operating unit.
• Drive the escalation process to resolve customer issues, including initiating required field service support when needed.
• Collaborate with other technical service specialists to troubleshoot complex service requests.
• Perform technical activities requiring considerable judgment and have ownership of continuous improvement projects.
• Responsible to ensure all documentation/system entries are fully complete promptly.
• Focus on remote support, with occasional onsite support / training availability (domestically and international).
• Regular working hours from 8:00 - 16:30 CET. On-call availability between 7AM-7PM (availability rotates between colleagues).

Required Qualifications

• Bachelor's or master's degree in (biomedical/electrical/mechanical) engineering, with a minimum of 4 years of relevant experience or advanced degree with a minimum of 2 years relevant experience, or a medical degree with technical skills and experience.
• Fluency in Portuguese, English and Italian is required (C1