Technical Service Specialist Surgical Robotics IT/EN/FR

Medtronic; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Medtronic seeks a remote Technical Service Specialist to provide excellent technical support for the Hugo robotic-assisted surgery system. Ideal candidates will have a strong engineering background, fluency in English and Italian, and experience in a medical environment. This role involves troubleshooting and collaboration, ensuring optimal service for healthcare professionals.

Benefits

Flexible Benefits Package

Competitive Salary

Qualifications

• Minimum 4 years of relevant experience with a bachelor's or master's degree.
• Fluency in English (C1/C2) and Italian; French at B2 level.
• Experience with robotics or motion control.

Responsibilities

• Provide remote technical support for Hugo and DS1 systems.
• Drive escalation process to resolve customer issues.
• Collaborate with specialists to troubleshoot complex requests.

Skills

Communication skills

Analytical skills

Problem solving

Organizational skills

Technical troubleshooting

Education

Bachelor’s or master’s degree in engineering

Medical degree with technical skills

Job description

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 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 Touch Surgery Enterprise 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.

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

• 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. On-call availability between 7AM-7PM (availability rotates between colleagues)

Required Knowledge and Experience:

• 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 Italian and English is required (C1/C2) and French at B2 level minimum
• Experience with robotics or motion control within a large capital equipment environment
• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
• Experience with analysing technical issues and processes for continuous improvement
• Experience with software troubleshooting

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 here