Field Service Engineer, Surgical Robotics

Medtronic; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

Medtronic in Auckland, New Zealand, is seeking an experienced Field Service Engineer to join our growing service and repair team. You will support installation, maintenance, and repairs for Hugo Robotic System and Digital Surgery technologies, working on-site and remotely to meet customer needs.

Reporting to the Technical Services Manager, you will collaborate with a passionate team to deliver exceptional service, ensure safety and compliance, and contribute to revenue opportunities through

Qualifications

• 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 and customer focused.

Responsibilities

• Provide installation support, perform planned maintenance, diagnose issues and perform repairs in the assigned territory, including on-site and remote support.
• Work with the Technical Services Manager to prioritise customer technical support and service goals.
• Utilise the escalation process to resolve issues and document root cause analysis and final resolution in the Customer Complaint tracking system.
• Provide follow-up communications with customers to ensure resolution and satisfaction, and manage follow-up activity to full resolution.
• Maintain and report all field activities, with CRM updates on contacts and site visit outcomes.
• Provide timely information to business stakeholders regarding customer concerns and market opportunities.
• Perform testing to confirm products operate according to manufacturer specifications.
• Identify and assist in closure of revenue opportunities (Warranty Conversion, SSA Contract Renewal, Time/Materials, Fee-per-use).

Skills

Customer focus

Team player

Education

Bachelor Degree

Diploma

Electrical Appliance Service license

Job description

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

Do you want to write a chapter in our story of innovation? We have a brand new and unique opportunity for an experienced Field Service Engineer to join Medtronic! You will thrive if you are able to adapt, respond, pivot and be resilient with competing business and customer demands.

At Medtronic, we are committed to applying clinical and economic evidence and integrated technologies to our unmatched portfolio of therapies to develop healthcare solutions that increase patient access, improve efficiency of procedures and deliver successful patient outcomes.

Our Service and Repair team is growing. This dynamic role, reporting to the Technical Services Manager, offers an excellent opportunity to play a pivotal part in supporting the servicing and maintenance of the cutting‑edge Hugo™ Robotic System and advanced Digital Surgery technologies throughout New Zealand. Join us and be at the forefront of innovative healthcare solutions, working alongside a passionate team dedicated to delivering exceptional service and making a real impact in the medical technology field.

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

• 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.

Required Knowledge and Experience:

• 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.

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.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).