Field Services Representative III

Careers that Change Lives

We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.

A Day in the Life

This position has the responsibility and authority to provide remote and on-site engineering support to the navigation and intraoperative product line install base and driving customer satisfaction through service.

Additional Information

• Location: Individuals must reside around the Norfolk, VA area in order to successfully support this territory.

• Territory: This person will support Eastern PA, VA, DE, MD, NJ, WV, NC, TN

• Travel: This position will require 75% of travel.

• Equipment: This position will work on SuperDimension and ILLUMISITE with the option to cross train on other platforms within the organization.

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

• Travel to sites to work as a member of the local team to provide efficient repair / installation support to all accounts within assigned area.

• Installs, operates, maintains, repairs, and modifies equipment on designated equipment.

• Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations.

• Analyzes and evaluates products and related performance.

• Troubleshoots and diagnoses malfunctions to eliminate problem in minimum time.

• Support future product integrations by performing upgrades and or configuration updates to existing and future imaging/navigation equipment.

• Lead and participate in product technical repair and clinical use training with domestic, international and 3rd party staff members.

• Provide testing and validation support to the manufacturer's organization, as applicable.

• Keeping accurate records of discussions or correspondence with customers including all assigned complaints, follow-up actions, root cause analysis and final resolution within the complaint tracking system.

Must Have: Minimum Requirements

• High School Diploma or equivalent required
• 4 years technician, clinical field service or clinical customer support experience.

Nice to Have

• Bachelor's degree in Bioengineering, engineering, or technology field.

• Previous experience as Technician/Field Services within medical device industry.

• Experience with orthopedic anatomy, surgical protocol, and medical terminology.

• Ability to troubleshoot with technical skills, creativity, and high discipline.

• Familiarity with most commonly used test equipment (i.e.: dosimeter, 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.

• Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements.

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health, and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Benefits & Compensation

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. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). Learn more about MIP and benefits here.

The provided base salary range is used nationally (except in certain CA locations). The rate offered is compliant with federal/local regulations and may vary by experience, certification/education, market conditions, location, etc.

Physical Job Requirements

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.