Technical Svc Spec
Location: Fridley Minnesota
Description: Medtronic is presently looking of Technical Svc Spec right now, this position will be placed in Minnesota. Detailed specification about this position opportunity kindly see the descriptions. Medtronic is an Equal Opportunity/Affirmative Action Employer
Position Description
The Technical Service Specialist provides general information, advice, and project support for technical aspects of Medtronic Neurological products and related neurological/drug related concepts and problems. The consultant provides this comprehensive information to physicians, health care professionals, Medtronic field personnel, Quality Assurance engineers, other in-house areas and occasionally patients; via telephone, written communications, and training sessions.
The consultant will represent Patient and Technical Services and the Healthcare professional on new product commercialization teams, providing guidance and input on end user expectations and support needs.
The consultant will represent Customer Care and the Healthcare professional on existing product teams providing analyzed actionable information to the product teams
Responsible for receiving, documenting/reporting all customer calls and complaints for tracking, trending and FDA reporting.
The specialist must be able to train others on both non-technical aspects of the job as well as the technical training and certification
This role will have a primary focused on support of Medtronic software products, many of which will be installed on customer owned computer systems.
Position Responsibilities
Support remote IT installation/troubleshooting/customer support
Possible on-site support in unique situations
Provide telephone consults that are immediate, technically correct, with professional etiquette.
Provide written correspondence to answer customer inquires and communicate to field personnel as needed.
Responsible for providing customer support at the times as required by the business and defined by the weekly support schedule
Provide after-hours phone coverage when needed or scheduled.
Report all customer issues and product problems utilizing the current documented method for data collection and reporting
Responsible for documentation of calls.
Responsible for the utilization of the applications and tools used by Technical and Patient Services.
Responsible to follow proper procedures, official responses, and technical recommendations that are available to the department to insure consistent and accurate responses in an efficient manner.
Responsible to escalate any internal conflicting information to the appropriate lead in order to get a common response to an issue
As requested, responsible for the review and update of procedures and processes utilized by technical and patient services
Be able to do preliminary analysis on call and subject trends
Must be able to develop and manage to a project plan on major efforts
This includes working with and managing others inside and outside of the department required for the project plan
Must participate in all training opportunities needed to meet the technical and customer proficiencies needed to meet our customer's needs
Know and use the tools and procedures available to the department to insure consistent and accurate responses in an efficient manner.
Assist in the maintenance and development of new tools and procedures.
Participate in the timely review of documentation that will be used by either our group or by our customers per existing processes
Remain current on new publications, therapies, products and techniques via review of recommended material.
Improve intermediate knowledge of neurological products via recommended formal training and self-study programs
Must actively pursue training and field experience to stay current and ahead of technology direction in the area assigned.
Assist in the training and education of visiting physicians, nurses, other health care professionals, field representatives, and other in-house personnel on industry concepts, product description and function, services, and information management.
Ability to deal efficiently with irate customer (internal or external)
Must consistently demonstrate the highest verbal and written communication skills
Must be able to clearly and efficiently communicate issues and solutions with the appropriate level of detail for our customers (internal and external)
Ensure strong communication and interface linkages with international operations, other customer service operations, regulatory functions, manufacturing, development, marketing, training development and field personnel.
Basic Qualifications
Bachelors of Science Degree
3+ years industry experience which includes engineering experience and/or customer interfacing experience in a medical related IT role
Desired/Preferred Qualifications
2 + years of demonstrated experience in troubleshooting software and hardware issues
2+ years of working in a hospital IT department including PACS environment
Analytical/problem solving experience
Advanced Written, oral, and listing skills
Problem solving skills
Time management skills
Demonstrated ability to utilize computer and telephone
Medical field support experience
Bilingual - Spanish Speaking
Neurological anatomy and physiology
Neuromodulation and cross business product knowledge.
Call center experience
Customer Service experience
Medical Device product knowledge
1-3 years experience with FDA/GMP/ MDR device regulations
Advanced oral and written communication skills
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.
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.
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Medtronic.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Sat, 18 Aug 2012 13:26:40 GMT