Medtronic Technical Service Specialist - RTG South in Ho Chi Minh City, Vietnam

Technical Service Specialist - RTG South

Location:

Ho Chi Minh City, Ho Chi Minh City, Vietnam

Requisition #:

17000BRZ

Post Date:

Jul 12, 2017

Job Dimension:

Fundamentally, this role is intended to implement the field services and product support of the Technical Services Team for Surgical Technologies in Vietnam.

•Responsible for the implementation and completion of Field Corrective Actions, Field Services and Installations in accordance to GDPMDS and EHS (Environment, Health and Safety) standards

•Responsible for the record keeping of Field Corrective Actions, Field Services, Installations, Education documents in accordance to GDPMDS standards

•Responsible for the implementation and communication of services procedures for all products in Surgical Technologies during warranty and post-warranty

•Prepare and implement technical training for employees and distributors ensuring curriculum are current and appropriate per audience

•Prepare and implement in-service training for customers ensuring curriculum are current and appropriate per audience

•Communicate with factory technical services call center to ensure technical knowledge and system issues are updated and resolved

This job is 30% education work and 70% on installation/commissioning, product support and repairs. The incumbent will support Surgical Technologies product line including ENT, NT, Navigation and Imaging. He/she will work with distributors as well as end-users. Traveling within ASEAN is required.

Main Purpose:

•To be the center of technical knowledge for all products in Surgical Technologies and Advance Energy products

•To do and support distributors in installing and commissioning of equipment when required

•To maintain equipment database and liaise with technical center, end users and distributors.

•Able to troubleshoot, service and provide technical support to end users and distributors

•To support tender processes

•Deliver in-service and basic applications training at hospitals, seminars or whichever such activity of the sales cycle.

•This job will be 30% education work and 70% on installation/commissioning, product support and repairs. The incumbent will support Surgical Technologies product line including ENT, AE, NT, Navigation and Imaging. He/she will work with distributors as well as end-users.

Key Accountabilities:

•Implementation of Service Process

•Execution of Services processes with regard to all ST products, including but not limited to:

•Standard Operating Procedures

•Service Forms / Event Documentation

•Troubleshooting Flow Charts

•Technical Bulletins

•Field corrective actions (FCA’s) / Field change orders (FCO’s)

•Standard Performance Metrics

•Responsible for the effective execution services processes throughout the Southeast Asia region

•Execution of Planned Maintenance (PM) procedure and testing content per product line. Ensure proper instructions, tooling, and documentation is deployed to support procedure needs

•Pre sales and post sales

•Perform in-service for demo and evaluations

•Install and commission equipment when requested

•Liaise with Hospitals functional departments; Doctors, Nurses, Radiology, Facility, Purchasing and Biomedical department to get the system installed and working order

•Provide post sales application and technical support and trouble shooting

•Attend to equipment support during pre and post sales cycle

•Implementation of post warranty service contract

•Maintain equipment installed and service database

•Fulfillment of service warranty programs to existing users

•Manage the inventory of replacement and repair parts to ensure low down times for repairs and faulty items are sent back to SBU on time.

•Education

•Train and educate distributors and end-users on equipment usage and maintenance

•Provide application and technical training for distributors and end-users

•Support hands-on workshops in Southeast Asia

Attributes:

•Excellent communication and interpersonal skill.

•Customer focused: Understand and delivers excellent customer service

•Ability to work well in a team environment but can also work autonomously.

•Highly organized with ability to be flexible, multitask and prioritize multiple assignments

•Awareness of regulatory guidelines and radiation safety is preferred

•Technically clinically astute

•Outgoing, confident and friendly

•Track record of proficiency in the Medtronic Traits:

•Mission Values: Consciously works to bring the Mission alive

•External Focus: Customer responsive, competitive and market driven, leads and supports Change

•Clear Thinking: Translates complexity into simplicity, articulates crisply and clearly

•Driven to Win: Passionate and driven, makes tough decisions in difficult situations

•Inspires Others: Authentic and sets a vision to inspire performance and engage others

•Executes: Takes accountability for and consistently delivers consistent decisions, actions and results

•Boundaryless: Breaks down silos, collaborates across organisational boundaries

•Global: Culturally agile, strives to understand diverse market needs and responds with creative and effective solutions

•Integrity and Compliance: Practice the highest ethical standards and integrity in every aspect of my job

Skill, Experience and Knowledge:

•2 years’ service experience in service equipment experience preferred with medical device and imaging experiences a plus

•2 years of mechanical, electrical, and Windows and Linux based computer knowledge

•Familiarity with most commonly used test equipment (i.e,: Dosimeter, DVM’s, signal generators, leakage tester, etc)

•Ability to read and understand schematics and engineering drawings

•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

•Responsive problem solver and action oriented in resolving customers issues and meeting customer requirements

•Ability to work under general supervision with a high degree of technical and organizational competence

•Ability to function well under pressure and expand effort to meet schedules and deadlines

Qualifications:

•Bachelor of Science in Electrical Engineering or Biomedical engineering

Working Environment/ Conditions:

•Some overseas travel will be required from time to time

•Occasional travel at short notice

•Some out of hours work will be required