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Technical Services Team Leader, Caesarea, Israel

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Sales & Marketing Support
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19000CA8 Requisition #
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TECHNICAL SERVICES TEAM LEADER

Reports Directly to: Sr Technical Services Mgr


Careers that Change Lives

Mazor Robotics  Ltd,  a Medtronic company since December 2018, is a global pioneer in the field of spine robotics. We have a multi-disciplinary team developed on products that combine innovative 3D surgical planning and analytics with cutting edge robotic solutions/products.  Join us in working at a local and friendly site with global impact and reach.


A Day in the Life

This position  supervises  the local service team.  In addition, this position will represent service on all appropriate business groups.  This work includes working closely with manufacturing, R&D and field management and cross functional teams on the service aspects of new product introductions, field technical trainings as well as providing Level III technical support to the field 24/7.   As part of the CSA service team, the individual will be responsible for the development of field replaceable unit (FRU) strategy.   This individual is considered an expert in the field within the Medtronic organization.   Key measure of success is overall internal and external customer satisfaction.

 
  • Lead and drive Service program management for supporting New Product Introductions.  This includes defining, implementing, and validating technical service processes and requirements. Deliverables including technical training, Field Replaceable Unit (FRU), upgrades, strategy and implementation.   
  • Services ECR/ECN representative. Includes both ECN origination for service based deliverables as well as ECN approval for all business activities with Service impact.
  • Knowledgeable and able to interact with PLM systems as appropritate.
  • Act as lead between Service and Engineering/R&D/QA to assist in the review of field service issues for appropriate classification and root cause analysis.  Active team member for defect correct prioritization.  Provide timely and accurate follow-up to broader Services team (ouside of CSA) for call closure and escalation follow-up. 
  • Identify, drive, and develop LIII Service processes and technology to support field service initiatives for serviceability, cost, quality, and delivery.
  • Provide LIII engineering field support 24/7 by following the appropriate use of the escalation process, when other avenues for resolution are exhausted.  This activity may include some travels to sites to perform both system repair, validation, and data gathering.  
  •  Develop content, validate, and release Technical Service Bulletins/Manuals together with the service technical writer to support field/factory activities
  • Develop and maintain the FRU and parts on-hand guidelines in collaboration with the service supply chain group. 
  • Develop, maintain, and distribute quaterly actionable service metrics specific to CSA service activities.
  • Create service goals and objectives specific to CSA site. Quarterly measure of progress to goals and objectives
  • Identify, initiate and lead projects in the interest of continuous improvement
  • Develop and maintain partnership with MFG/Production/Test Engineering/VnV/Quality/R&D regarding reliability concerns/findings, symptoms, solutions. 
  • Active participation in CSA quality system.   Function as a liaison between service team and the quality group.  Ensure accurate collection of data on system performance.      Assist in the analysis of data against the installed base to show correlations.  Function as a liaison between engineering staff and customer base to improve the functionality of the system.
  • Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction.
  • Other duties as assigned/requested by management.
  • All activities must be performed in compliance with the Quality System
  • Travel requirement (some local): 20-30% 

Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.


Must Haves
  • Bachelor degree (Electronics, Computers, Mechanics, Bio Engineering or similar) with minimum of 5 years relevant experience in multidisciplinary systems, or advanced degree with a minimum of 3 years prior relevant experience
  • Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc).
  • Ability to read and understand schematics and engineering drawings.
  • Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP  and SalesForce.com)
  • Supporting the field 24/7
  • High level of English correspondence ability (Speaking and writing)
  • Traveling Abroad (Up to 20% of the time)
  •  Excellent communication skills
 
Nice to Haves
  • Medical Device field experience- significant advantage
  • Systems are primarily used in the operating room, so healthcare/surgical setting experience is preferred. 
  • Familiarity with FDA and CE product requirements and regulatory guidelines preferred.
  • Experience with robotics and motion control is highly desired.  
  • Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments
  • Strong attention to detail and accuracy 
 

Your Answer

Is this the position you were waiting for? Then please apply directly via the apply button!

About Medtronic

Mazor Robotics, Ltd., a Medtronic company .
Together, we can change healthcare worldwide. At Medtronic, we push the limits of  what technology, therapies and services can do to help alleviate pain, restore health and extend life.

We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.

Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the

future.
 

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.


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The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.
Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.
Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.

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