Careers That Change Lives
We are a learning culture. An inventive and collaborative group. We are dedicated to making sure that every patient gets the best product when they need it. We have strong ties to our local communities. Our vibrant employee communities respect and value individual experience and perspective as we aim to improve lives and the access to healthcare.
A Day in The Life
The Field Support Engineer is responsible for all aspects of equipment support performed at customer sites or prior to delivery, and to ensure that it is completed in compliance with all company policies and standard operating procedures. This may include pre-delivery inspection, installation, commissioning, planned maintenance, troubleshooting, assessment, breakdown repair, and in-service to customers on basic device maintenance.
He or she is the main contact point with the local customers. May be responsible for providing quotations and negotiating discounts within their approved DOA (Delegation of Authority).
POSITION RESPONSIBILITIES INCLUDE, but not limited to:
Effectively manage the customer expectation and compliance with customers SLAs (Service Level Agreement) and safety
Able to support last minute call to attend the customer onsite calls at non-working hours.
Supports minor projects, including performing tests, interpreting data, developing reports
Performs technical activities requiring considerable judgement
Has working knowledge of all products and can provide some guidance to lower level employees including 3rd party service provider engineers
Expected to independently propose solutions to problems for supervisor review
Has unsupervised interaction with customers involving simple negotiations
Obtains and provides technical information on matters of significant importance to the job area
Able to advise internal and external customers on available service options and make recommendations as a consultant
Able to assist in providing on the job guidance to other employees within job area
Manages own workload and ensures timely completion of tasks
Acts as an escalation point for issues encountered in the field
Monitors own certification status and highlights need for re-certification
Coordinate test tool and spare part availability in the field
Communicates independently with biomedical engineers, the in-country commercial organization, and customers
Ability to work on tasks which are typically not routine
Lead by example in good documentation practice
Responsible to ensure all documentation / system entries are fully complete in a timely manner
Assist the commercial and junior team members during product demonstrations
Communication to customers on product lifecycle management, product upgrades, and upcoming new product introductions
Travel locally up to 90% of the time
Travel regionally up to 10% of the time (US for training, SEA for support)
Flexible working schedule based on customer requirements
Must Have:
Diploma or degree in engineering
In depth experience in a customer environment for at least 4 years
In depth experience with medical devices for a minimum of 2 years
2 years experience in large capital medical imaging devices or navigation systems. Typically requires minimum of 5 years of work experience; may require vocational or technical education or certification in addition to prior work experience
Valid local drivers license and vehicle
Your Profile:
Working knowledge of ISO13485 / Global Distribution Practice for Medical Devices (GPMD)
Knowledgeable in Electrostatic Discharge (ESD) precautions and practice
Working experience in ICU / Operating Theatre / relevant hospital / healthcare environment
Experience with service sales and promotion
Opex Lean / Six Sigma certification
Experience with SAP / Service MaxFormal training in:
Negotiating skills
Key accounts management
Consultative selling skills or equivalent
What We Offer
We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:
Our global well-being program supports your physical, emotional, social and financial well-being.
Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.
Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.
We have generous employee referral programs, employees stock purchase plan, leave benefits, and more
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. Lets 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.
