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About the Role

Medtronic is a global leader in healthcare technology dedicated to alleviating pain, restoring health, and extending life. This field-based role supports customers by providing clinical and technical expertise for advanced surgical technologies, building strong relationships, and ensuring optimal system performance.

Responsibilities

• Coordinate, support, and collaborate with NRCs and other Surgical Synergy team members for on-site installations with customers.
• Represent Medtronic during technology-enabled procedures to provide technical assistance.
• Maintain system hardware and software to maximize system performance.
• Install software and hardware upgrades.
• Perform system preventative maintenance.
• Provide telephone clinical support to customers.
• Use UNIX/LINUX commands to modify operating files.
• Fulfill Software and Service Contract obligations.
• Act as the primary Medtronic customer liaison for repair and technical support issues.
• Provide timely information to the district team regarding customer concerns, issues, and market opportunities.
• Provide service to customers per their individual needs.
• Maintain familiarity with the status of calls and issues at customer sites.
• Report necessary complaints and partner with CSM/NRC to ensure full resolution.
• File weekly site visit and customer contact reports for service improvement purposes.
• Educate and train physicians and hospital personnel on technical matters relating to our technology-enabled procedures.
• Provide a clinical resource for surgeons, clinicians, and others being trained.
• Update customers on tips, shortcuts, and suggestions, as appropriate.
• Participate in in-house sponsored customer training at designated sites for both internal and external partners.
• Provide training and resources for hospital staff to enable them to conduct training for their personnel (train the trainer).
• Continually train members of the Surgical Synergy Clinical Support team to increase their knowledge of the latest technology-enabled procedures.
• Work and collaborate with NRCs, Spinal Sales, and NS Reps to identify prospective new users for both Navigation and Robotics for applicable technology-enabled procedures.
• Attend and participate in sales meetings, training programs, conventions, and trade shows as directed.
• Submit reports and provide information as directed.
• Cooperate with all personnel on the execution of Company programs.
• Support more complex, new image-guided products and applications to physicians and hospital staff.
• Work as a team member with the Surgical Synergy Region Manager and CSM to prioritize customer technical support and service expectation goals.
• Provide input on new product development based on in-field experience.
• Responsible for documentation at new or existing installations.
• Adhere to company policies and conduct all business in an ethical manner.

Requirements

• Must reside within the territory.
• Must have a valid driver's license.
• Must be able to drive approximately 50% of the time within assigned territory.
• May require overnight travel within own district or neighboring districts.
• Required to function using healthcare universal precautions to minimize exposure to infectious disease and radiation.
• Ability to serve as the primary resource for scheduled and unscheduled clinical events.
• Periodically required to work weekends, evenings, and nights.
• Ability to work efficiently and autonomously with little direction when outside of clinical events.
• Ability to attend national meetings, district meetings, and other training as requested.
• Ability to wear a 7-9 lbs protective lead apron for extended periods of time in the operating room.
• Ability to lift up to 40 pounds.
• Ability to sit, stand, and/or walk for 8+ hours per day.
• Ability to bend/stoop, squat and balance frequently.
• Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus.
• Must have an active vehicle insurance policy.
• Driving record will be reviewed and considered as part of the application.
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
• Must possess unrestricted U.S. work authorization at the time of hire and for the duration of employment (for roles below Principal level).

Skills

• Clinical knowledge
• Product knowledge
• Customer relationship building
• Customer training
• Technical assistance
• System hardware and software maintenance
• Software and hardware upgrade installation
• Preventative maintenance
• Telephone clinical support
• UNIX/LINUX commands
• Repair and technical support
• Customer service
• Physician and hospital personnel training
• Surgeon and clinician support
• New product development input
• Documentation

Location

• Field-based

Work Type

• Field-based
• Full-time

Experience Level

• 6 years of clinical, medical sales or medical imaging/navigation/robotics experience with High School Diploma or GED
• 4 years of clinical, medical sales or medical imaging/navigation/robotics experience with Associate’s Degree
• 2 years of clinical, medical sales or medical imaging/navigation/robotics experience with Bachelor’s degree

Education Level

• High School Diploma or GED
• Associate’s Degree
• Bachelor’s degree
• RT and/or MRI certification (Nice to Have)
• Prior experience with Image Guided Systems (Nice to Have)
• Prior experience with MRI (Nice to Have)
• Operating room experience (Nice to Have)

Salary/Compensations

• $76,000.00 - $114,000.00 USD

Benefits

• Sales Incentive Plan (SIP)
• Health, Dental and vision insurance
• Health Savings Account
• Healthcare Flexible Spending Account
• Life insurance
• Long-term disability leave
• Dependent daycare spending account
• Tuition assistance/reimbursement
• Simple Steps (global well-being program)
• Incentive plans
• 401(k) plan plus employer contribution and match
• Short-term disability
• Paid time off
• Paid holidays
• Employee Stock Purchase Plan
• Employee Assistance Program
• Non-qualified Retirement Plan Supplement
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)

About the Company

• Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life.
• Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year.
• Neuroscience is dedicated to improving the lives of people living with neurological disorders, spine conditions, and chronic pain.
• Our Cranial & Spinal Technologies (CST) operating unit advances surgical care for spine and cranial conditions through an integrated ecosystem of implants, navigation, robotics, imaging, and planning tools.
• We are committed to building a workforce that brings together a broad range of perspectives and experiences at every level.
• We want to accelerate and advance our ability to create meaningful innovations.
• We challenge ourselves and each other to make tomorrow better than yesterday.

Equal Opportunity

• Medtronic is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
• Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
• Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.