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Job Status:
Full Time
Work Experience Required:
Up to 3 Years
Hours/Shifts:
Day (First Shift)
Education Required:
Associates Degree
Certification Required:
Unspecified
Weekends:
Not Required
Authorized to work in US:
Yes
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| Pay and Benefits |
Salary Range:
Unspecified
Benefits:
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Field Technical Support Representative
Medtronic
Requisition 69490
Position Description
This position encounters both recurring and dynamic work situations both in and out of the field, acting as the primary technical support specialist for Medtronic Video Endoscopy and Endosheath product lines. Under limited supervision, incumbent provides a professional level of support to the internal and external customers by possessing a broad knowledge of video endoscopy products and endoscope cleaning, disinfection and reprocessing procedures.
Supports the identification and resolution of technical problems and may serve as technical support liaison for key accounts and for Medtronic ENT Sales Representatives. Prepares and develops failure and corrective action reports and systems to ensure strong communication linkages between the business unit and external customers. This person will assists with extended warranty and preventive maintenance programs sales to hospital buying authorities. This function is accomplished in a team-oriented environment where independent decision-making is the norm. This individual must be results-oriented, with the ability to multi-task and a readiness to adapt to changing needs. This individual must interact effectively with the internal Operations, Engineering, Quality, and Sales organizations of MENT and external customers.
Position Responsibilities
· Provides in-house Technical Support for all Video Endoscopy equipment via phone for end-users, and Sales Team members
· Travels to hospitals as a Medtronic ENT Service and Technical Support consultant in order to provide solutions and guidance for the installation and evaluation of MENT Video Endoscopy devices.
· Partners with the Sales Team to provide customer education and product training.
· Coordinates a service plan that helps foster high trust relationships, achieve financial targets and delivers customer satisfaction.
· Assists in managing company assets effectively including but not limited to recommended product demo equipment inventory levels, and product evaluation equipment inventory levels.
· Inspects and evaluates customer product in the field for confirmation of assumed problem and/or need for repair.
· Collects and reports problems or inconsistencies with MENT video endoscopy products or issues with specific accounts.
· Support the Sales, Marketing, and Customer Service teams during the pre-sales and post-sales relationship processes.
· Introduce ideas and processes consistent with the continuous improvement philosophy and strategy of Medtronic ENT.
· Prepares reports and assist in development of reports and systems to ensure strong communication linkages between the business unit and external customers - hospitals, field sales and international operations. Prepare reports and assist in development of similar systems to communicate with other internal MENT departments such as marketing, customer service, engineering, operations, and finance in order to share information and resolve issues.
· Maintains high level of Endoscopy and Endosheath product knowledge through continuous formal educational programs (e.g. training seminars, self-study programs, and literature review). Must possess a working knowledge of products as well as sound business judgment in order to fulfill customer requirements, while effectively utilizing the company's assets. Seeks to follow and understand product issues.
· Will be required to conduct web-based and live presentations to the Infection Control customers regarding our Endosheath technology.
· Uses customer knowledge and job expertise to identify and recommend opportunities to enhance customer service.
· Ensures all Customer Service activities are in compliance with Quality System requirements.
· Completes all other tasks/projects as assigned by management.
· Provides support at trade shows, conventions and customer trials.
· Will be required to regularly interact with executives and/or customers. Customer contacts may include various decision-makers within hospitals/surgery center inclusive of purchasing/materials personnel, biomedical engineers, central sterile processing personnel, operating room managers, and surgeons.
Basic Qualifications
· Associates Degree in related field, or equivalent practical experience.
· Minimum of 3+ years of technical support or engineering support experience is required, preferably in a related field.
· Must possess good technical aptitude/ability with a thorough understanding of electronic devices.
· Strong Customer focused with a proven track record of understanding customer needs/requirements, handling objections, and resolving issues.
· Excellent verbal, listening, and written communication skills.
· Ability to successfully communicate ideas and recommendations to a level both within and external to the organization.
· Proven ability in using interpersonal, influence, negotiation, and discretion skills to achieve objectives.
· Demonstrated ability to create and deliver complex technical presentation in non-technical language.
· Ability to handle multiple assignments and responsibilities simultaneously
· Solid problem solving and deductive reasoning skills.
· Ability to act decisively with solutions when working with customers in emergency situations..
· Ability to understand written and verbal technical and safety information.
· Strong technical writing and process documentation skills.
· Ability to work within a team to meet team goals/objectives.
· Proven ability in project management and timeliness to deadlines.
· Excellent attention to detail, time management, and organizational skills.
· Proficiency with MS Office.
Desired/Preferred Qualifications
· Bachelor's degree or equivalent practical field and technical support experience.
· Prior experience with a technical product in a medical device or pharmaceutical business is highly preferred with in-depth knowledge of FDA/GMP/MDR device regulations.
· Prior experience with a customer relationship management or service management automation system.
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