Principal Technical Services Support Specialist

Medtronic; Singapore; On-site; USD 75,000 - 100,000; Full time

Job summary

A global leader in healthcare technology is seeking a Principal Technical Services Support Specialist in Singapore. The role involves providing remote and on-site technical support for custom computing devices, ensuring customer satisfaction throughout their journey. Ideal candidates should possess a graduate degree and a minimum of 5 years in a technical support role with strong troubleshooting and communication skills. Join a diverse team focused on innovation and making a significant impact in healthcare.

Qualifications

• Minimum 5 years of experience in a technical or customer support role.
• Proficiency in troubleshooting software issues and effective customer communication.
• Knowledge of network infrastructure and technologies including IP address assignment and firewall configuration.

Responsibilities

• Deploying and maintaining the surgical video ecosystem.
• Understanding and managing surgical video management systems.
• Serving as the primary point of contact for issue resolution.

Skills

Troubleshooting software issues

Effective customer communication

Strong problem-solving skills

Understanding of network infrastructure

Customer-centric approach

Excellent verbal and written communication skills

Education

Full-time graduate degree

Tools

Jira

ServiceNow

AWS

ServiceMax

Job description

Principal Technical Services Support Specialist

At Medtronic, you can embark on a fulfilling career of exploration and innovation, contributing to the advancement of healthcare access and equity for all. Leading with purpose, you will play a crucial role in breaking barriers to innovation in a more connected and compassionate world.As part of the Digital Technologies Business Unit at Medtronic, you will be at the forefront of implementing cutting-edge AI technology and computer vision in the operating room (OR) and surgical training. The goal is to enhance the safety of surgeries worldwide. The Touch Surgery Ecosystem solution, which includes the innovative DS1 computer, aims to provide a platform for hospitals to manage videos, analyze data, and livestream surgical procedures securely.As a Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team, your primary responsibility will be to offer remote and on-site technical support for custom computing devices. Your role will involve driving customer satisfaction through exemplary service and effective communication, supporting customers throughout their journey from pre-sales to post-Go live phases. Collaboration with global teams, sales, product, and engineering teams will be essential to ensure seamless support delivery.Key Responsibilities:- Deploying and maintaining the surgical video ecosystem- Understanding and managing surgical video management systems- Serving as the primary point of contact for issue resolution- Designing and refining technical support structures aligning with global strategies- Timely issue resolution through remote troubleshooting and field support- Supporting implementation team activities from pre-installation surveys to upgrades- Building relationships with sales and implementation teams to provide unified customer supportQualifications:- Minimum 5 years of experience in a technical or customer support role- Proficiency in troubleshooting software issues and effective customer communication- Knowledge of network infrastructure and technologies including IP address assignment and firewall configuration- Ability to configure and troubleshoot devices for connectivity- Strong problem-solving skills and customer-centric approach- Excellent verbal and written communication skillsPreferred Skills:- Familiarity with video, streaming, and imaging technologies- Experience with Cloud-based solutions, especially AWS- Proficiency in ERP systems, Jira, ServiceNow, or ServiceMaxEducation:- Full-time graduate degreeMedtronic is a global leader in healthcare technology, driven by bold thinking and actions to address critical health challenges worldwide. With a mission to alleviate pain, restore health, and extend life, we are a team of over 90,000 passionate individuals committed to delivering innovative solutions that transform lives every second, every hour, every day.We are dedicated to engineering the extraordinary, empowering insight-driven care, prioritizing people's experiences, and achieving better outcomes for our world.Join us at Medtronic and be part of a diverse team that values innovation, collaboration, and making a difference in healthcare.,

• Job Tags erp, system architecture, firewall, tcp/ip, it network

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