Technical Services Specialist Surgical Robotics IT/EN

Key Skills

Aartificial intelligence, Analytical and Problem solving, Biomedical Imaging, Effective communication skills, Environmental, IT, Mechanical, Microsoft Office suites, Planning and organization, SaaS, SAP, User support and Troubleshooting

Job Description

A Day in the Life

For this position, we expect you to be a medical technical professional. You should be customer focused and have excellent communication skills to explain complicated technical issues related to the Hugo robotic-assisted surgery (RAS) system and the Touch Surgery Enterprise DS1 (an AI-powered surgical video management and analytics platform for the operating room) to health care professionals.

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

• Provide world class technical support to our customers.
• Serve as a technical liaison between our stakeholders and the operating unit
• Provide technical support for users of the Robotic system. This will include phone & remote support for users and technical staff.
• Drive the escalation process to resolve customer issues, including initiating required field service support when needed.
• Collaborate with other technical service specialists to troubleshoot difficult service requests.
• Has in-depth knowledge of all relevant products and can guide other members of the team as well as in-house Biomedical Engineers.
• Performs technical activities requiring considerable judgment and may have ownership of projects.
• Communicates independently with biomedical engineers, commercial organization, and customers.
• Responsible to ensure all documentation/system entries are fully complete promptly.
• Responsible for providing guidance, coaching and training to other employees within the job area.
• On-call availability between 7AM-7PM (availability rotates between colleagues).
• Connects easily with the stakeholders and is customer focused.
• Focus is on remote support, with occasional onsite support availability (domestically and international)

Must Haves

• Bachelor’s or master’s degree in (biomedical/electrical/mechanical) engineering
• Fluency in Italian and English is required.
• Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience.
• Strong analytical and problem-solving skills that are balanced with speed and effectiveness.
• Effective verbal and written English communication skills.
• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.
• Strong attention to detail and accuracy.

Nice to Haves

• In-depth experience with medical devices for a minimum of 3 years
• Experience with analyzing technical issues and processes for continuous improvement.
• Requires complete and broad knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education.
• Experience with robotics or motion control within a large capital equipment environment.
• Understanding of operating room environment and workflows
• Understanding of video equipment in the operating room
• Experience with SaaS platforms and Software troubleshooting
• Knowledge of hospital IT infrastructure and network connectivity
• Effective presentation and negotiation skills
• Proficiency in Microsoft Office
• Experience with Service Now / SAP / Service Max

We Offer

We offer a competitive salary and benefits package to all our employees:

• Flexible working environment
• Annual Incentive Plan % depending on company results
• Pension scheme and group discount on healthcare insurance
• Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab
• Employee Assistance Program and Recognize! (Our global recognition program)

Our commitment

Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute.

We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact.

Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

About Medtronic

Bold thinking. Bolder actions. We are Medtronic.

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. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary.