Senior Product Support Engineer

Medtronic. Careers with a passion for life.

 

As the world?s leading medical technology company, we provide lifelong solutions to people with chronic disease. We also are dedicated to the total well- being of our employees and have been recognized as a Fortune ?Best 100 Companies to Work For in America.? Work with the kind of people who not only love what they do but why they do it.

 

POSITION PURPOSE:

Make a positive impact on our patients and customers by working to maintain a high level of quality and service!  Apply your skills to user-domain, system, and design challenges.  Work on a highly collaborative and fun support team.  Grow and hone your engineering analytical skills!  Be a primary, responsible support engineer for problems reported from the Patient Management production software applications. This includes prompt notification, analysis, validation, and trouble-shooting of problems reported from service products. Conducting and documenting root-cause, recovery, and impact analysis; develop and coordinate changes; conduct and coordinate technical reviews; coordinate with testers. Support the deployment of changes to production. Develop support tools for meeting needs on an as-required basis.

 

RESPONSIBILITIES:

General capabilities and tasks include:
1) Applying judgment, and operating effectively in a high quality, process-driven environment
2) Being a technical leader throughout the support engineering process for the purpose of providing timely, and high-quality resolution of reported problems.
3) Providing written analysis, reports, and status within the on-going support process. This includes producing statistical reports, status of open issues and options
4) Interfacing with customer management/clinical groups (clinics and patients) to provide in-depth technical support on an as-needed basis.
5) Authoring and maintaining support manuals, procedures, and technical support communications
6) Identifying and submitting supportability enhancements into the product planning and engineering processes
7) Being the primary interface to other support tiers; also to Development, V&V, SQE functions, and management
8) Applying strong analytical skills
9) Using good communication skills ? verbal and written
10) Being the champion of corrective/preventive actions within the support process
11) Establishing and conducting training for other support levels and functions.

Must be available after hours to support business-to-business applications in a medical device industry. Will be available to provide backup support to other Patient Management service products.


 

REQUIREMENTS:

Minimum Requirements:
Must possess a computer science, or engineering degree with 3-5 years of industry experience.
Must have skills in XML/XSLT programming and SQL scripting, Microsoft SQL 2000, IIS, ASP, Microsoft Visual Basic/C++, NT/Windows 2000. Experience with Apache Tomcat, Microsoft COM, Biztalk preferred.
Must have strong analytical skills
Must provide technical leadership, and work well with members of other functional areas by exhibiting professional characteristics that foster positive working relationships.
Must have a desire to work in a quality, regulated environment and adhere to project and process standards.
Must be able to produce quality services, products, and documents in a timely manner.
With minimal guidance, must be able to solve, and communicate issues and resolution.
Must possess good communication skills (oral, business writing, and listening.) 

 

 

With people like you, who have purpose, potential and passion, we?ll supply physicians and their patients around the world with the means to extend life, restore health and alleviate pain. We currently have multiple position openings in a variety of locations.

 

TO APPLY, visit www.medtronic.com/employment/ select Requisition # 50664 and ?Apply to this Job? to route your resume directly to the hiring department. No agencies or phone calls, please. Medtronic is an equal opportunity employer committed to cultural diversity in the workforce.