Medtronic is looking for a Senior Software Operations Engineer to troubleshoot and resolve software complaints for medical devices, impacting patient care and aiming to improve customer satisfaction and product usability.
Requirements
- Experience with MedTech software solutions and regulatory standards
- Experience with Hypercare processes
- Familiarity with leveraging AI/LLM technologies
- Experience with Mobile applications and application software.
- Metrics and dashboards with PowerBI
- Experience working with Database
- Scripting and automation
- Automation with Atlassian Tools like Jira
Responsibilities
- Perform the troubleshooting and root cause analysis of software complaints for level 2 and level 3 support with close interaction with Field Support Teams
- Acquire deep technical knowledge about our software as medical device products.
- Investigate customer reported issues, provide clear analysis notes and work with other software teams to respond and resolve within agreed time.
- Report on summary status of field cases and recommended course of actions to resolve.
- Collaborate closely with development teams to report problems in software, propose fixes or design changes.
- Identify opportunities to improve troubleshooting techniques and building diagnostic tools.
- Leverage Jira automation for efficient ticket handling as well as generating reports and metrics dashboards with PowerBI integration
Other
- Good technical expertise and strong troubleshooting skills with a good understanding of the medical device domain and passion for customer satisfaction.
- Play a key technical leadership role for the software and quality organization.
- Operate as a “customer advocate” in the software product support lifecycle and feed back the Voice of the Customer back into the Product Team.
- Maintain high standard of quality within the team by establishing good practices and habits.
- Work on initiatives to drive continuously improvements in processes and procedures.
