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Customer Experience Program Manager Robotic Assisted Surgery

Sales & Marketing Support
2100032H Requisition #

The Project Einstein Customer Operations team manages all aspects of system installation, start-up, customer training, field service analysis and support, and program optimization.  Placement of a surgical robot in the hospital requires coordination of the supply chain with supporting field based resouces to ensure successful integration into the hospital’s service lines.    Project Einstein Customer Operations  team members are seasoned professionals with in-depth knowledge of the healthcare value chain, as well as breadth of experience across multiple disciplines. They partner with hospital management teams and payers to drive complex transformational change, implement innovative growth strategies, streamline patient-focused care pathways and optimize operations. 

You will be responsible for coordinating the supply of the Hugo™ RAS System with the requisite field resources to ensure a successful integration of a new surgical robot into a hospital.  These activities would include working with Field Technical Service to perform a pre-sale site survey, providing simulators for advanced training of surgeons, booking training classes for surgeons and staff, identifying the Startup Specilaist who will support the hospital’s program during the transition period, identifying the availability date for a robot from the supply chain, and coordinating with Sales to make commitments to customers.  


Main job duties / responsibilities are: 
•    Meet with the Sales teams weekly to review the pipeline
•    Participate in the Integrated Business Planning process 
•    Coordinate with Field Service to perform pre-sale site inspection and track resolution of any findings that would preclude a sale
•    Determine any pre-sale simulator support requirements
•    Book in person training classes for surgeons and staff members
•    Obtain assignment of a Startup Specialist to the account
•    Ensure the account places an order for consumables and reposables to support initial use of the system
•    Arrange the details of the commissioning including tracking the shipment, notifying Sales, Field Service and the Startup Specialist 
•    Coordinate any special requests from the account relative to commissioning
•    Maintain metrics and dashboards for process control and transparent communications

Key areas of expertise are:
•    Supply chain 
•    Capital sales 
•    Order to cash

As part of the Project Einstein Customer Operations team, you should be able to:
•    Work independently, yet in close relationship with its Sales, Customer Training, Field Service, and Robotics Systems Utilization team members
•    Communicate clearly and manage expectations in a fast-paced, high stress environment

•    Bachelor Degree 
•    Fluent in English 

•    Minimum of three years in Sales Support, Marketing Support, or Supply Chain planning


•    Knowledge of supply chain planning
•    Microsoft Office applications including Word, Excel, and PowerPoint
•    Familiar with SFDC
•    Strong communication skills
•    Presentation skills

At Medtronic, you will  find a diverse team of innovators who bring their unique backgrounds and their individual life experiences to work every day. We work hard to cultivate a workforce that reflects our patients and partners, we believe it’s the only way to drive healthcare forward.  We want to attract a diverse workforce, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, veteran status, or any other characteristic protected by state or local law. Join us, and bring the power of your point of view to our culture of collaboration and innovation. It is through strong diversity, inclusion and engagement that we can remain a leader in medical technology and solutions. And by embracing everything you have to offer — your unique perspectives, talents and contributions — we can live up to the promise of our Mission.

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