Medtronic is an Equal Opportunity/Affirmative Action Employer
Position Description
In this role, the Field Engineer will be responsible for providing remote and on-site engineering support to the navigation intraoperative imaging product installed base and driving customer satisfaction through service.
Position Responsibilities
Travel to sites to work as a member of the local team to provide efficient installation support to all accounts within assigned area.
Perform planned maintenance and escalated break/fix on designated equipment.
Support future product integrations by performing upgrades and or configuration updates to existing and future imaging/navigation equipment.
Completing Preventative Maintenance and perform appropriate testing to confirm the system operates according to manufacturer’s specifications.
Execute job responsibilities as per the level of training documented in the training matrix maintained by management
Assist in development and implementation of training materials as related to job function.
Lead and participate in product technical repair and clinical use training of Medtronic Navigation domestic, international and 3rd party staff members.
Assist building devices in manufacturing as required.
Liaison between engineering staff and customer base to improve the functionality of the system.
Provide testing and validation support to the Product Generation organization, as applicable.
Assist in technical support for users of intra-operative imaging system. This will include phone support for users and technical staff.
Coordinate with Medtronic staff to develop appropriate test procedures to maintain quality of the devices.
Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
Create and update process/procedure documentation, ensure full documentation of all assigned complaints, follow-up actions, root cause analysis and final resolution within the Customer Complaint tracking system.
Maintain tools and test equipment properly and ensuring they are calibrated
Participate in weekly teleconferences for escalations, post activity recaps, and required training.
Maintain and provide records of all activities in the field. This includes both on site and technical support work to central support, account manager, site representation, and other parties as required.
Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction.
Other duties as assigned/requested by management
Basic Qualifications
EDUCATION REQUIRED
High School Diploma
YEARS OF EXPERIENCE
2+ years of medical device experience
2+ years of mechanical, electrical, and Windows based computer experience providing technical support & services. Including equipment and application support.
SPECIALIZED KNOWLEDGE REQUIRED
Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc).
Ability to read and understand schematics and engineering drawings.
Familiar with the FDA 21 CFR, CGMP for Medical devices.
Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task.
Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements.
Ability to work under general supervision with a high degree of technical and organizational competence.
Ability to function well under pressure and expend effort to meet schedules and deadlines
As systems are installed in multiple locations, it will be necessary to travel to sites to perform service with average travel >60% with some international travel as necessary.
Desired/Preferred Qualifications
Associates or Bachelor’s Degree in Electrical Engineering or Scientific discipline or similar related field.
Biomedical Engineering background or equivalent.
Systems are primarily used in the operating room, so healthcare/surgical setting experience.
Experience with x-Ray systems particularly mobile fluoroscopy or CT systems.
Familiarity with FDA product requirements and state regulations.
Experience with robotics or motion control.
Certification as an X-ray service person.
Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages including SAP, Clientele and SalesForce.com.
Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.
Strong attention to detail and accuracy.
Familiarity with regulatory guidelines and radiation safety.
Physical Job Requirements
PHYSICAL DEMANDS: The physical demands described here 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 stand, sit, walk, talk, hear and reach with hands and arms. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. Specific vision abilities required by this job include normal vision.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet to moderate.