Sr. Technical Service and Support Specialist

Medtronic; Los Angeles (CA); On-site; USD 84,000 - 128,000; Full time

Job summary

A leading medical technology company is seeking a Sr. Technical Service and Support Specialist to join their team in Los Angeles. The role involves providing technical support for innovative surgical video management systems and collaborating with cross-functional teams to enhance customer satisfaction. Ideal candidates will possess strong troubleshooting skills and have experience in healthcare settings, along with exceptional communication abilities.

Benefits

Health, Dental and Vision Insurance

Tuition Assistance

401(k) Plan with Match

Paid Time Off

Employee Stock Purchase Plan

Qualifications

• 5+ years of experience in a technical support role in healthcare.
• Experience troubleshooting software issues and communicating effectively.
• Ability to configure and troubleshoot network and devices.

Responsibilities

• Provide remote and on-site technical support for medical devices.
• Assist with the implementation of surgical video management systems.
• Act as primary contact for customers to address and resolve issues.

Skills

Technical Support

Communication

Project Management

Problem Solving

Tools

AWS

ERP

ServiceNow

Jira

Job description

Sr. Technical Service and Support Specialist

Join to apply for the Sr. Technical Service and Support Specialist role at Medtronic

Sr. Technical Service and Support Specialist

1 week ago Be among the first 25 applicants

Join to apply for the Sr. Technical Service and Support Specialist role at Medtronic

We anticipate the application window for this opening will close on - 1 Jul 2025

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

At Medtronic, we are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team! 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.

As we expand our Touch Surgery Ecosystem solution, this is an exciting opportunity to join the company. The Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and (in selected circumstances) on-site technical support to our custom computing devices while driving customer satisfaction through exemplary customer service and effective communication. As part of a Customer Success team, your responsibilities will follow the customer journey, including technical support during pre-sales, implementation, Go-live and post-Go live. While collaborating internally with our implementation team, you'll be a part of a Global team, and a key partner to sales, product and engineering teams. In order to be the perfect candidate, you need to have a positive attitude, strong project management skills, and be an effective communicator to various stakeholder groups, being able to adapt to change in a dynamic environment.

We are seeking a committed professional to join our team, required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role, which also involves 20% amount of travel outside the territory, presenting opportunities for broader engagement.

The successful candidate will:

• 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.
  
  
  

Must Haves

• 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
  
  
  

Nice to Haves

• Preferable knowledge of video and imaging technologies
• Experience with Cloud based solutions, preferably AWS, with knowledge of basic system architecture, services, and tools available
• Strong computer skills and experience with ERP, 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.

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

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.

Salary ranges for U.S (excl. PR) locations (USD):$84,800.00 - $127,200.00

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

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: 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, and Simple Steps (global well-being program).

The following benefits and additional compensation are available to all regular employees: 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), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.

Further details are available at the link below:

About Medtronic

Medtronic benefits and compensation plans

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 here.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Medical Equipment Manufacturing, Hospitals and Health Care, and Pharmaceutical Manufacturing

Referrals increase your chances of interviewing at Medtronic by 2x

Sign in to set job alerts for “Technical Services Specialist” roles.

Hawthorne, CA $90,000.00-$115,000.00 1 week ago

Long Beach, CA $90,000.00-$117,000.00 3 days ago

Los Angeles, CA $121,505.00-$175,507.00 1 month ago

Gardena, CA $65,000.00-$100,000.00 3 months ago

Los Angeles, CA $101,920.00-$131,040.00 1 month ago

Sr. Cloud Technical Account Manager, AWS Enterprise Support, Strategic Industries, MNE

Santa Monica, CA $138,200.00-$239,000.00 6 hours ago

Fullerton, CA $60,000.00-$70,000.00 1 day ago

Los Angeles, CA $131,040.00-$189,280.00 1 month ago

Los Angeles Metropolitan Area 2 weeks ago

System Administrator/ Jr Application Developer

Torrance, CA $69,000.00-$89,000.00 3 months ago

Senior Systems Administrator – High Performance Computing

Systems Administrator II - TS/SCI (JPL/NASA)

Burbank, CA $120,000.00-$140,000.00 1 week ago

Los Angeles Metropolitan Area $120,000.00-$130,000.00 23 hours ago

Infrastructure and Systems Administrator 2 (contract)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.