Global Program Manager - Visualization Technical Services

Medtronic Inc. New Haven , CT 06501

Posted 2 months ago

Careers that Change Lives

The Minimally Invasive Therapies Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.

SURGICAL INNOVATIONS sets the standard for Minimally Invasive Surgery (MIS) by creating innovative surgical products and services that focus on obesity and diseases and conditions of the gastrointestinal tract, lung, abdominal wall, pelvic region, and the head and neck.

A Day in the Life

The Global Program Manager - Visualization Technical Services will be responsible for establishing processes and infrastructure required to meet customer's expectations with post sales technical support or our Surgical Innovations Visualization portfolio. This individual will be considered an expert in the field of Technical Service within the Medtronic organization. He/She will collaborate with other leaders in similar functions worldwide to capture and share best practices and help teams scale process and platforms

This individual will represent service on all appropriate business groups. This person will drive standardization and optimal performance by working with global cross functional teams and regional Service and Repair leaders. The Program Manager will pull together all stakeholders on a frequent basis to collectively review metrics and drive key priorities. This individual will work closely with new product development teams for defining scope of service for new product and plan for required trainings for teams established in different regions.

Key Responsibilities:

  • Designs, implements, and continuously improves procedures and policies for installing, troubleshooting, repairing, and servicing products and systems.

  • Develops global service strategy to support commercial targets for products and services.

  • Establish service contracts with OEM and Contract Manufacturers

  • Leverages opportunities to simplify, automate, and mobilize technical service solutions

  • Work with commercial,operation and regional service teams to plan for loaner pools, technical training, Field Replaceable Unit (FRU)/spare parts etc

  • Lead all change orders (CO) related to services that includes originating COs for service based deliverables as well as approving COs for all business activities with Service impact

  • Build regional dashboard to track repairs & drive alignment between Global Business Units (GBU) and regional repair depots

  • Provide service related inputs to product development teams so products are designed for service

  • Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction

  • Accountable for all quality metrics related to serviced platforms. Must work with Quality on any CAPA or other quality reviews.

  • Available for special projects outside of department

  • Travel requirement (some international): 10-20%

Must Have: Minimum Requirements

  • Bachelors degree required

  • Minimum of 5 years of experience in technical service or operational leadership role (Supply Chain, Manufacturing etc) or an advance degree with a minimum of 3 years of technical service experience

Nice to Have

  • MBA or master's degree in Engineering or Business Administration.

  • Service and repair experience

  • Project management experience

  • Medical device experience

  • Communication and collaboration: proactively share information within and across the organization; listens actively, tailors the message to the audience.

  • Excellent analytical and communication skills with the ability to communicate complex technical issues that is easy to understand

  • Innovative thinking and problem-solving skills

  • Experience leading a large, global, and matrixed organization (preferred leadership in program, project, and/or manufacturing environments).

  • Able to successfully navigate in a matrixed environment, build relationships, communicate effectively and work cross-functionally.

  • Exceptional skills as a change agent and process oriented individual.

  • Ability to resolve complex issues within functional area and/or area of expertise.

  • Ability to develop and execute priorities and approaches to meet objectives

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.

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. 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. (ADA-United States of America)

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Global Program Manager - Visualization Technical Services

Medtronic Inc.