Senior Field Education Specialist (m/f/d)

Careers that change lives start here. 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. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

In this role you will conduct in-house and virtual product training to field support personnel and other technical positions for our Surgical Robotics organization, mainly for the HUGO RAS and Sentire. You will obtain information from subject matter experts needed to prepare training materials, develop course content, determine methodology, and coordinate the development of training aids. You will be asked to present complex concepts clearly and concisely to a technical audience, facilitate group work and tasks, and monitor and communicate effectiveness of program training to broader teams. In this position you will also be responsible for providing product technical support for global field service escalations, spare parts provisioning, and development of field replaceable unit strategy in collaboration with the Robotic Assisted Surgery (RAS) operations team and Principal technical Service Lead.

This role will cover the EMEA region and is a remote role. This means your home/remote location is the primary work location. There will however be a requirement to travel up to 50% of the time to different Hugo/Sentire training centers within EMEA (primarily Munich Germany and Strasbourg France, but with the possibility of travelling to any of the 8 EMEA training centers) to conduct training. Responsibilities may include the following and other duties may be assigned:

Plans, develops and coordinates technical training programs to support field support personnel for the Surgical Robotics portfolio (HUGO RAS and Sentire)

Obtains information needed to prepare technical training programs; prepares training materials; develops course content; determines methodology; and coordinates the development of training aids with guidance from the team manager

Draws on technical and/or field experience/practice to help shape training design and curriculum content development

Maintains communication with field support personnel and team leads to ensure effectiveness of training

Drive field service escalation management for supporting installed systems in the field

Provide field service escalation support by following the appropriate use of the escalation process, when other avenues for the resolution are exhausted. This activity may include travel to sites to perform both system repair, validation, and data gathering

Provide timely and accurate follow-up to broader Services team (outside of Surgical Robotics) for call closure and escalation follow-up

Required Knowledge and Experience

Bachelors degree with 4+ years of relevant field support, training/education, clinical, or engineering experience, or advanced degree with 2 years of experience

Familiarity with most commonly used field test equipment (i.e. power supplies, DVM's, signal generators, flow meters, etc.)

Ability to read and understand schematics and engineering drawings and diagrams

Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax, and SalesForce.com)

Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner to a global audience