Technical Service Rep.

Boston, MA

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Job Description

Position Description: Provide technical, educational and sales support to assist the district in meeting Neuromodulation sales and customer service objectives. Seeking candidates who will meet our customer expectations by striving without reserve for the greatest possible reliability and quality in our products, processes and systems by being accountable, having a voice, and taking action. Main job duties/responsibilities:

1. Technical Support:

(a) Represents Medtronic during surgeries and implants of products to providetroubleshooting and other technical assistance.

(b) Provides technical support with reprogrammings and follow‐ups in hospitals and clinics.

(c) Provides support with field clinical investigations in assigned institutions. Ensures completion of necessary documentation.

(d) Receives technical inquiries by telephone. Researches solutions to questions or problems (e.g., pacing system malfunctions, product selection issues, when appropriate, etc.)

(e) Provides on call support as needed for surgeries, reprogrammings, troubleshooting, follow‐up enrollments, etc. on evenings and weekends.

2. Educational Support:

(a) Educates and trains physicians, hospital personnel and office staff on technical matters relating to our products and pacing through conducting and/or coordinating: 1. One‐on‐one training sessions. 2. In‐service education programs. 3. Seminars and/or outside symposiums.

(b) Assists DM and in‐house training department in educating/training new Clinical Specialists and sales representatives.

(c) Provides training and resources for hospital staff to enable them to conduct training for their personnel ("train the trainer").

3. Sales Support:

(a)During/following cases: 1.Completes necessary documentation (e.g., implant registration) and phone calls (customer service). 2. Updatessales representatives concerning cases. Immediately notifies representatives regarding issues or problems requiring follow‐up. 3. Serves as effective Medtronic representative to physicians and support staff regarding Medtronic products, service and support.

(b) Manages inventories (consignment, trunk and district office, loaner products) andprovides support with rotation and delivery to optimize customer service and efficiency.

(c) Promotes Carelink enrollments at time of implants.

(d) Advises physicians involved in setting up or evaluating pacing operations in their hospitals or clinics.

(e) Following district guidelines, requests and obtains purchase orders afterimplants.

(f) Conducts regular unsolicited calls to hospitals or clinics.

(g) Maintains current knowledge regarding pacing, Medtronic programs, products andservices and competitive products.

(h) Maintains open, effective communication with all district personnel, customers andother Medtronic employees.

4. Performs other related duties as assigned. 

Skills & Requirements

Basic Qualifications:

•An Associate’s Degree in engineering, nursing, biology, chemistry or exercise physiologyfiled PLUS a minimum three years of work experience in the healthcare or engineering field.


•A Bachelor’s degree PLUS a minimum of two years of work experience in the healthcare or engineering field.


•A Bachelor’s degree in biomedical, electrical or mechanical engineering PLUS a minimum ofone year of work experience in the healthcare or engineering field.

• A Bachelor's degree and currently enrolled in a certificate program from a pacing school like ATI or PrepMD. Desired/Preferred Qualifications: ‐ Preferred for Clinical Specialist

•B.A./B.S. Degree in nursing, cardiovascular, life s ciences, engineering or technical discipline with minimumof three years work experience in technical field, engineering, hospital/clinic or sales.

•Proven track record with technical training as s ignments.

•Experience in a cath lab, in biomedical engineering, in a hos pital/clinic or medical s ales.

•Ability to work with many different customers from varying backgrounds. Education Requirements: Minimum: Associates Degree or Technical Degree (2‐year degree) in nursing, life sciences, cardiovascular, engineering or technical discipline. Preferred: Bachelor’s Degree in nursing, life sciences, cardiovascular, engineering or technical discipline. Experience: Minimum: 1 year Preferred: 5 years Physical Job Requirements:

• Continuous verbal and written communication.

• Frequent 2‐handed lifting of up to 40 lbs. from floor to chair/table and from one to another surface at approximately the same level.

• Sitting, s tanding and/or walking for up to eight plus hours per day

• Environmental exposures include eye protection, infectious disease and radiation

• Ability to wear 7‐9 lbs of lead for extended periods of time while in theOR

• Frequently required to us e hands to finger, handle or feel objects , tools or controls.

• Ability to effectively us e a mobile phone, PC, keyboard and mouse

• Frequent bending/s tooping, s quatting and balance

• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus in relation to travel and operating a personal computer.

• Ability to travel extensively with ease (approx. 10% of time)

• Must be able to drive approximately 80% of the time within assigned territory.

• Environmental exposure to infectious disease and radiation.

• Clinical Specialists are required to be within their as s igned territory each day to be available as Unscheduled needs arise. Clinical Specialists are periodically required to work weekends, evenings and nights. Clinical Specialists serve as a primary resource for scheduled and on‐call assignments and as a back up to sales representatives during unassigned weekends, evenings and nights.

• Must have a valid driver's license and active vehicle insurance policy.