Medtronic Field Service Engineer in Huntingwood, Australia
Field Service Engineer
Huntingwood, New South Wales, Australia
Oct 18, 2016
Provide remote and on-site engineeringsupport and services to Medtronic customers on all Capital Medical Equipmentsold or loaned by Medtronic as directed by the Technical Services lead.
Drive customer satisfaction through theprovision of Technical Services
Foster safe and effective use ofMedtronic products
Ensure that the Company’s agreedquality standards (including ISO13485) are maintained with regard to itsproducts, procedures, policies, operations and customer contact
Field Support and Service
Provide efficient installation support, performplanned maintenance procedures, diagnose issues and perform repairs in theassigned territory. This will include on-site and remote support for customersand staff.
Work as a team member with the TechnicalServices Lead and other team members to prioritize customer technicalsupport and service expectation goals.
Proactivelyidentify and assist in the closure of Services revenue opportunities to includeWarranty Conversion, Contract Renewal, Time/Materials, Fee-per-use and contractcase coverage.
Provide appropriate follow-up communicationswith internal and external customers to ensure resolution and properfollow-up, leading to customer satisfaction. Manage follow up activitythrough to full resolution
Maintain and provide records of allactivities in the field. This includes both on-site and remote supportwork. Provide regular CRM database updates concerning customer contact andsite visit outcomes
Provide timely information to the Technical Servicesteam regarding customer concerns, issues and market opportunities
Perform appropriate testing to confirm productsoperate according to manufacturer’s specifications
Customer Training and Education
- Participate in customer technical training asrequired.
Other duties as assigned/requested by management
Work within and actively promoteMedtronic’s Mission, corporate strategies, policies, procedures and Code ofConduct.
Observe all health and safety policiesand procedures and take all reasonable care that actions or omissions do notimpact on the health and safety of others.
Comply with Medtronic’s Corporatepolicies and procedures
Excellent customer focus. Responsive, confident problem solver andaction oriented
Technically astute. Willingness and ability to learncomplex technical information.
Ability to prioritize, work underpressure and meet commitments
Excellent communication, interpersonalskills and personal organizational skills. Detail oriented.
Adaptable and flexible. Ability andwillingness to handle additional duties during peak periods.
Can work autonomously but is also ateam player
Enthusiastic, energetic,confident,“can do” attitude
Diplomatic, tactful, empathetic
Experience in health care / clinicalenvironments.
Experience in delivering in-service orsimilar type technical training and education
Ability to build strong customer(internal and external) relationships throughout a customer organization, atall levels
Experience in a “team oriented”technical environment
Computer literacy including soundknowledge of the MS Office suite of software.
ModelMedtronic Leadership Expectations Behaviours:
Shape : Committed to being experts in what we do, witha clear vision of where we are going and the plan to get there - Thinkscritically and makes sound decisions by engraining “patients, people andprofits” as the way we prioritize drive decision making
Engage : Partner with others knowing that diversetalent, skills perspectives lead to better outcomes – foster anenvironment of diversity, inclusion and engagement.
Innovate : Bold thinker who creates new ideas and bringout best solutions forward to benefit out patients, and customers – generatebreakthrough ideas by creating an environment that supports experimentation,and responsible risk taking
Achieve : We do what we say we are going to do,delivering results with the highest standards – drive accountability, start byestablishing your personal brand, for delivering results.
Awareness of WHS (Workplace HealthSafety) / Risk Management
An understanding of the codesunder which I operate, for example
Medtronic’s Business ConductStandards, Code of Conduct and Anti-Corruption Policy
The MTAA Code,
The TGA Advertising regulations.
Sound working knowledge of EEO andanti-discrimination legislation and principles.
Qualifications(pre-requisite or preferred):
Familiarity with most commonly usedtest equipment (i.e.: power supplies, DVM's, signal generators, flow meters,etc)
Ability to read and understand schematicsand engineering drawings
Excellent analytical and communicationskills with the ability to communicate complex technical issues in an easy tounderstand manner, are necessary to accomplish this task
Ideal candidate will have:
Electrical License or RestrictedElectrical License
Experience with Capital MedicalEquipment
Experience providing technical supportand services on Capital Medical Equipment, preferably for a healthcare ormedical products company.
Sound working knowledge of ANZelectrical, quality and safety requirements
Moderate lifting and moving of testequipment and products required
Moderate to frequent intra-territorytravel. Some inter-state and international travel required.
Some out of hours work may berequired. This may include occasional telephone support calls out of hours.
The physical demands described hereare representative of those that must be met by an employee to successfullyperform the essential functions of this job. Reasonable accommodations may bemade to enable individuals with disabilities to perform the essentialfunctions.