Medtronic is looking for a Software Operations Engineer to troubleshoot and resolve software complaints, ensuring high levels of customer satisfaction and impacting patients globally. The role aims to improve the software product support lifecycle and drive continuous improvements in processes and procedures.
Requirements
- Experience with MedTech software solutions and regulatory standards
- Experience with Hypercare processes
- Familiarity with leveraging AI/LLM technologies
- Metrics and dashboards with PowerBI
- Automation with Atlassian Tools like Jira
- Experience with Mobile applications and application software.
- Experience working with Database
- Scripting and automation
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.
- Understand and communicate application workflow and behavior to assist support teams.
Other
- Good technical expertise and strong troubleshooting skills with a passion for learning and ensuring high levels of customer satisfaction.
- 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 continuous improvements in processes and procedures.
- Follow standards defined by the Food and Drug Administration for the medical device industry.
