Technical Service Engineer (Medical Device)

Career that changes Lives

• The role is responsible for all technical aspects of Medtronic MITG Medical Devices. Responsibilities include being a technical consultant for the organization and master trainers for servicing of the devices.
• They are the source of truth for all information related to spare parts and test tools.
• They are contact point between local team and third-party providers for up to date product service information.

A day in the life

• Accountable for conducting assigned service product trainings within Vietnam and ensures all service engineers, contingency workers, and third-party service providers are trained and certified
• Delivers online/classroom training material, curriculum and assessment tools to qualify trainee’s abilities
• Creates, standardizes and well-maintenance of training materials, work instructions, performance verification checklist, equipment and regional test tools.
• Implements process to assess knowledge transfer and retention
• Responsible for providing guidance and coaching to other employees within job area
• Main point of contact with our regional service trainers to plan and request required support of new product launches in Vietnam.
• Builds key relationships and support sales and marketing team by supporting all service lifecycle planning including product launch and product end of life / end of service support
• Provides guidance on fault & error codes/messages to be input into QA system
• Builds key relationships with regional technical support teams to address issues and learn about important changes that will impact the portfolio and support requirements
• Partners with regional and other country technical support teams to leverage network of expertise across the region
• Communicates and executes regional work instructions and technical service bulletins
• Maintains classification and technical write-up of spare parts
• Provides hands on support for complex repair and testing cases as required
• Performs technical activities requiring considerable judgment and may have ownership of minor projects that include performing tests, interpreting data and developing reports
• Works consist of technical tasks that are typically not routine
• Has unsupervised interaction with customers, distributors, and third-party providers
• Meeting KPI targets for all technical support queries
• Ensures compliance with all relevant company policies
• In-depth knowledge of the assigned Medtronic product portfolio
• Responsible to ensure all documentation/system entries are fully complete in a timely manner
• Promotes a culture of Service Excellence placing the customers first and striving to provide an enhanced service experience.

Nice to Have

• Demonstrated ability to communicate professionally, both written and orally, to a wide variety of audiences
• Skilled in influencing and partnering with others, both inside and outside of Customer Care & Supply Chain
• Self-driven, resourceful and results-oriented
• Demonstrated initiative through problem-solving and system thinking
• Passionate about continuous improvement
• Prior experience with medical device equipment in a clinical setting
• Prior experience in delivery of training
• Lean and/or Six Sigma Certification
• Demonstrated success working in a global matrix organization
• Helpdesk Technical Support & Project management experience an asset
• Requires complete and broad knowledge of operational systems, techniques and practices typically gained through extensive experience and/or education
• Working knowledge of ISO13485/GDPMD
• Knowledgeable in ESD precautions and practices
• Working experience in ICU/ Operating theatre / relevant hospital / healthcare environment is preferred
• Experience in SAP / Service Max

Must Have

• Diploma or degree in Biomedical or other related Engineering field of study / IT related certification based on product supported
• Requires minimum of 7 years of work experience
• May require vocational or technical education or certification in addition to prior work experience
• In depth experience with medical devices >6 years

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.

• While performing duties of this job, the employee is regularly required to be independently mobile
• Ability to travel domestically/regional/international for up to 30% of time
• Flexible working schedules
• May be required to lift a maximum of 35kg unassisted
• May be required to undergo a vaccination program
• May require to attend overseas training program for maximum of 2 weeks consecutively

- Attractive incentive plans
- Healthcare for you and your family
- Training and education programs

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