Technical Support III
Careers that Change Lives
The Minimally Invasive Therapies Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.
The Technical Support III responsible to applies broad knowledge of products to employ effective troubleshooting techniques, skills and electronics knowledge to provide detailed technical product support to both internal and external customers in a call center environment. The respective supported product segments include, but are not limited to: Acute Care ventilators, and portable homecare ventilators and associated software.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
The Minimally Invasive Therapies Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.
The Technical Support III responsible to applies broad knowledge of products to employ effective troubleshooting techniques, skills and electronics knowledge to provide detailed technical product support to both internal and external customers in a call center environment. The respective supported product segments include, but are not limited to: Acute Care ventilators, and portable homecare ventilators and associated software.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
- Provide internal and external customers product technical support and troubleshooting via telephone, internet and e-mail.
- Maintain assigned metrics for call center group including but not limited to Service Level, Abandonment rate and Average Speed of Answer.
- Possess detailed troubleshooting techniques and knowledge of products supported and resolves issues that require considerable judgment with limited supervision.
- Understand customer needs and provide guidance by helping them to understand products and/or service capabilities to ensure complete satisfaction.
- Communicate technical information to effectively solve issues.
- Documents customer service requests, complaints and other communication as required.
- Provide regularly scheduled after hours customer support on a rotating basis.
- Responds to requests within team level of service of one hour.
Must Have: Minimum Requirements
Minimum of 4 years of experience of relevant experience and may require vocational or technical education or certification in addition to prior work experience.
High School Diploma is required.
Nice to Have
Clinical or Respiratory Therapy Experience
Bachelor’s Degree in engineering/biomedical technology
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
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. 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. (ADA-United States of America)
Minimum of 4 years of experience of relevant experience and may require vocational or technical education or certification in addition to prior work experience.
High School Diploma is required.
Nice to Have
Clinical or Respiratory Therapy Experience
Bachelor’s Degree in engineering/biomedical technology
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
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. 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. (ADA-United States of America)
