Technical Services Manager

About the position

The Technical Services Manager at Medtronic will oversee a team of engineers responsible for enhancing service processes and tools for the Hugo RAS system. This role involves global communication with various departments to drive service improvements, ensuring that serviceability is integrated into manufacturing quality initiatives. The manager will focus on increasing customer satisfaction and service profitability while representing the GRSS team across multiple business functions.

Responsibilities

• Lead and drive technical HW service processes and requirements.
• Supervise the SME group at NH, including talent management and performance management.
• Act as the lead between Service and Engineering to support Global Services Solutions.
• Support service escalations from the field.
• Develop content and validate new processes, tools, and procedures for the field.
• Maintain partnerships with MFG/Production/Test Engineering/VnV/Quality regarding DFS requests and tool development.
• Represent the GRSS HW Engineering team on cross-functional management teams.
• Function as a liaison between engineering staff and customers to improve system repairability.
• Lead service cost reduction initiatives.
• Identify and lead projects for continuous improvement.
• Communicate with internal and external customers regarding ongoing operations and processes.
• Define annual goals for Customer Satisfaction, Quality, Financials, Growth, Employee Engagement, Inclusion, and Innovation.
• Provide technical advice to internal customers regarding product/process issues.
• Deliver technical training and coordinate VOC and field needs.

Requirements

• Bachelor's degree with 5+ years of service/engineering experience or an advanced degree with 3+ years of service/engineering experience.
• 5+ years of robotics engineering experience with increasing responsibility.
• Experience with direct reports.
• Familiarity with the design and development process.
• Excellent analytical and communication skills.
• Ability to work under minimum supervision with high organizational and technical competence.
• Ability to read and understand schematics and engineering drawings.
• Familiarity with FDA 21 CFR, CGMP for medical devices.
• Demonstrable skills in Microsoft Office products and 3D CAD (Creo preferred).
• Ability to function well under pressure and meet deadlines.
• Familiarity with commonly used test equipment (e.g., power supplies, DVMs, signal generators).
• Biomedical, Mechanical, or Aerospace Engineering background or equivalent.
• Experience with robotics or motion control.
• Familiarity with FDA product requirements and regulatory guidelines.
• Strong attention to detail and accuracy.

Nice-to-haves

• Experience with direct reports.
• Familiarity with the design & development process.
• Excellent analytical and communication skills.
• Ability to read and understand schematics and engineering drawings.
• Familiarity with FDA 21 CFR, CGMP for medical devices.

Benefits

• Competitive salary and flexible benefits package.
• Short-term incentive through the Medtronic Incentive Plan (MIP).
• Wide range of benefits and resources to support employees at every career and life stage.