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 and computer vision in 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. 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.

A Day in the Life

• 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

• 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, streaming 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

Education- Any full time graduate

About Medtronic
Bold thinking. Bolder actions. We are 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 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.