Principal Technical Support Specialist

**Careers that Change Lives**
The **Principal Technical Support Specialist - Surgical Robotics Division **, as part of the RAS field service operation team, will be responsible for providing product technical troubleshooting of the field technical escalations ,spare parts provisioning, and development of field replaceable unit strategy in collaboration with the RAS Global Field Service operations team.

This individual is considered an expert in the field within the Medtronic organization. Key measure of success is the uptime management, internal and external customer satisfaction and functional objectives, as well as Service specific goals and objectives. In this role, the individual will help implement and monitor service projects/processes associated with the Robotic Assisted Surgery System.

This role will represent service on all appropriate cross-functional groups. This work includes working closely with global & regional field service and cross functional teams on the Field service aspects of installation & commissioning, field technical trainings, remote support as well as providing Level III technical support to the field.

**A Day in the Life**
- Lead and drive Field service escalation program management for supporting installed RAS systems. Expedient resolution of customer escalations assuring highest level of quality and value.
- Provide LIII engineering field support by following the appropriate use of the escalation process when other avenues for resolution are exhausted. This activity may include travel to sites to perform both system repair, validation, and data gathering
- Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis.
- Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation.
- Ensure collaboration at the local and regional level with Sales and Marketing on customer support opportunities.
- Would coordinate timely completion of Field corrective actions and submission of relevant documentations
- Encourage regional FSE’s to be responsible for their work; shares ownership and visibility, defines success in terms of the whole team.
- Plans for acquisition and effective deployment of company assets (tools, test equipment, etc.).
- Develop & implement regional strategies for remote support for the Hugo system
- Coordinate regional spares provisioning and parts availability management by developing and maintaining the FRU and parts on-hand guidelines in collaboration with the RAS operations group
- Develop, maintain, and distribute quarterly actionable service metrics specific to RAS service activities
- Active participation in RAS quality system. Function as a liaison between service team and the quality group. Ensure accurate collection of data on system performance
- Assist in the analysis of data against the installed base to show correlations. Function as a liaison between Global field service operation, regional service team and customer base to improve the functionality of the system
- Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction
- Other duties as assigned/requested by management
- All activities must be performed in compliance with the Quality System
- Travel requirement (some international): 40-60%

**Must Have**
Education Required
- Bachelor’s degree/Master Degree - Biomedical Engineer

Years of Experience
- 9+ years of service experience, providing technical support & services or R&D experience.
- at least 3 years medical device experience.( robotics technologies experience is a plus.)

Specialized Knowledge Required
- Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc.).
- Ability to read and understand schematics and engineering drawings
- Familiar with the FDA 21 CFR, CGMP for Medical devices
- Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task
- Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements
- Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
- Ability to function well under pressure and expend effort to meet schedules and deadlines

Preferred Qualifications
- Biomedical Engineering or equivalent
- Systems are primarily used in the operating room, so healthcare/surgical setting experience
- Familiarity with FDA product requirements and regulatory guidelines
- Experience with robotics or motion control helpful.
- Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
- Strong attention to detail and accuracy

**About Medtronic**

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