Sr Technical Support Specialist - Digital Technology (California)

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.A Day in the LifeAt 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, computer vision, and augmented reality to 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, and 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.Careers That Change LivesAs we expand our Touch Surgery Enterprise Ecosystem solution, this is an exciting opportunity to join the company. The Sr Technical Services and Ongoing Support Specialist (TSOS) within the Customer Success team is responsible for providing remote and 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. While collaborating internally with our implementation team, 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.

Assist in the deployment and maintenance of our surgical video ecosystem, Touch Surgery Enterprise.

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.

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

Provides in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota.

Provides technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems.

Provides sales personnel with technical data necessary for the demonstration of products.

Acts as a liaison between sales personnel and customers on technical issues.

May make technical presentations at sales meetings and customer locations.

Must Have: Minimum Requirements

Bachelors degree required

Minimum of 4 years of experience as a technician, field service or customer support role in the healthcare industry and comfortable in an acute clinical setting, or advanced degree with a minimum of 2 years relevant experience

Nice to Have

Experience troubleshooting software issues and communicating effectively with customers 

Experience with device configurations for connection to NTP, DNS, DHCP, proxy and VPN servers  Proven ability to configure and troubleshoot devices to connect to customer NTP, DNS, and proxy servers.

Preferable knowledge of video 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 

Experience with network infrastructure and technologies, including IP address assignment and firewall configuration management 

Experience leveraging device logs or other debugging methods to remotely diagnose issues in the field 

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

Excellent verbal and written communication skills

Physical Job RequirementsThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 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.Benefits & CompensationMedtronic offers a competitive Salary and flexible Benefits PackageA 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.Salary ranges for U.S (excl. PR) locations (USD):$80,000.00 - $120,000.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).Medtronic benefits and compensation plans (https://www3.benefitsolver.com/benefits/BenefitSolverView?pagename=signon&conum=30601&coaffid=medtronic)About MedtronicWe 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.We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com) .It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.At Medtronic, most positions are posted on our career site for 3-7 days.Welcome to our new Careers Site!If you applied before July 22nd, please check your email for a notification from us providing you with instructions and a link to set up your new account and retain access to your current activity. If you do not see an email from us, please feel free to proceed with creating a new account.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.We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.We change lives . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.We build extraordinary solutions as one team . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.This life-changing career is yours to engineer . By bringing your ambitious ideas, unique perspective and contributions, you will…

Build a better future, amplifying your impact on the causes that matter to you and the world

Grow a career reflective of your passion and abilities

Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest:Experiences that put people first . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.Life-transforming technologies . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.Better outcomes for our world . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.Insight-driven care . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in careIt is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) .For updates on job applications, please go to the candidate login page and sign in to check your application status.If you need assistance completing your application please email AskHR@medtronic.comTo request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com