Technical Services Manager at Medtronic in North Haven, Connecticut

Job Description:

We anticipate the application window for this opening will close on - 3 Dec 2024

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
The Technical Services Manager- GRSS H/W Service Engg. will be responsible for the operational effectiveness of a team of engineers who will be responsible for the creation of new service processes, FRUs, service tools and special tools for expanded design for serviceability (DFS) of the Hugo RAS system in the field (hospitals, PDI, service Depots etc). This person will be responsible for Global bi-directional communications, working closely with R&D, RPE/RPM management & Field service for ideation, business case creation/ review as well as service product/process improvements. In this role, the individual will help set direction, drive, implement, and monitor field service needs, DFS suggestions and VOC for new processes, tools and implementation follow through.

The individual is considered an expert in the field within the Medtronic organization and responsible for ensuring that serviceability is considered as part of all manufacturing quality initiatives and that proper resource procurement is planned and budgeted for ahead of time. Overarching goal of this position is to assure ever increasing service improvements impacting the quality and efficiency of the Robotic System support globally.
Key measure of success is overall internal and external customer satisfaction; increasing serviceability of the Hugo RAS system such that service profitability and the overall system repairability is significantly improved.

This role will represent GRSS to all appropriate business groups. This work includes working closely with commercial marketing, factory and field management and cross functional teams on the service aspects of new field process, new tool design, service cost reductions, DFS and all North Haven workshops.

Location: North Haven, CT (on-site)

Travel requirement (some international): 20-30%

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

• Lead and drive technical HW service processes, requirements, business case generation.


• Supervision of the SME group at NH including talent management, engagement, development, and performance management


• Act as lead between Service and Engineering to Lead Design for Service initiatives in support of Global Services Solutions.


• Support Service escalations from the field.


• Develop content, validate new processes, tools and procedures for the field


• Develop and maintain partnership with MFG/Production/Test Engineering/VnV/Quality regarding DFS requests, tool development and validation, VOC and SW process requests as they relate to tool development.


• Leader for the GRSS HW Engineering team at the NH site including representation of same on all cross-functional management level teams as appropriate (CAPA Board, Change & Improve, DFS etc.)


• Function as a liaison between engineering staff and customer base to improve the repairability of the system.


• Lead Service Cost reduction (redesign, tooling, process, new FRU)


• Identify, initiate and lead projects in the interest of continuous improvement.


• Communicates with internal and external customers and vendors concerning ongoing operations, programs or processes; Influences across functions and businesses while balancing divergent objectives to gain cooperation of other parties to meet important deadlines.


• Define annual goals and targets in areas for Customer Satisfaction, Quality, Financials, Growth, Employee Engagement, Inclusion and Innovation and objectives specific to GRSS. Quarterly measure of progress to goals and objectives.


• Provides technical advice to internal customers, responding to product/process related questions, issues and problems as reported by the field.


• Deliverables including technical training (for new complex tools), Field Replaceable Unit (FRU), upgrades. Work very closely with Field Service management to coordinate VOC and field needs.


• Other duties as assigned/requested by management.


• All activities must be performed in compliance with the Quality System


• Ensure compliance with relevant quality regulations including, Quality System Regulation (QSR 21 CFR 820), ISO 13485, Canadian Medical Device Regulation (CMDR) and EU Medical Device Directive (EU MDD 93/42 EEC), Quality Business System and Key Corporate Policies. As well as compliance with federal, state, and local regulations.


• Provides in-house repair service in a repairing/service center or on-site technical service and support without sales & service quota.


• Provides technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems.


• Provides sales personnel with technical data necessary for the demonstration of products.


• Acts as a liaison between sales personnel and customers on technical issues.


• May make technical presentations at sales meetings and customer locations.

Minimum Qualifications

• Bachelor's degree with 5+ years of service / Engineering experience

OR

• An advanced degree with 3+ years of service / Engineering experience

Nice to Have

• 5+ years of robotics engineering experience with roles showing increasing responsibility


• Experience with direct reports


• Familiarity with the design & Development process.


• 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


• Ability to work under minimum supervision with a high degree of organizational, technical, and business competence.


• Ability to read and understand schematics and engineering drawings.


• Familiar with the FDA 21 CFR, CGMP for Medical devices


• Demonstrable skills in Microsoft Office products and 3D CAD (Creo preferred)


• Ability to function well under pressure and expend effort to meet schedules and deadlines Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc).


• Biomedical, Mechanical, or Aerospace Engineering background or equivalent.


• Experience with robotics or motion control


• Familiarity with FDA product requirements and regulatory guidelines


• Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments.


• Strong attention to detail and accuracy

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

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.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Salary ranges for U.S (excl. PR) locations (USD):$106,400.00 - $159,600.00

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

Medtronic benefits and compensation plans

About 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.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here .

It is the policy of Medtronic to provide 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. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.