Senior Technical Services and Ongoing Support Manager, Digital Technologies

Senior Technical Services and Ongoing Support Manager, Digital Technologies page is loaded## Senior Technical Services and Ongoing Support Manager, Digital Technologiesremote type: Hybridlocations: London, London, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R48980At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.# **A Day in the Life**Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem includes an innovative video management and data analytics platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery. The device uses advanced AI algorithms that enable automatic processing and uploading of videos. Our surgical training platform is the award-winning Touch Surgery application that provides safe and accessible training for surgeons and other healthcare professionals.As we expand our solutions, this is an exciting opportunity to join the company as a Senior Manager for our Technical Services and ongoing support (TSOS) team. You will take on a pivotal role in advancing the technical support of our products globally, lead an experienced team of technical services specialists and develop, drive and execute the service strategy for the digital business, reporting directly to the Global Director of Customer Success. You\’ll be a part of a Global team within Customer Success, and a key partner to sales, product and engineering teams.**Responsibilities may include the following and other duties may be assigned:*** Define and execute the global technical support strategy, aligned with the Business growth, enterprise strategy, customer needs and product evolution.* Oversee support operations across multiple global markets.* Lead, expand and continue to develop a global team of TSOS specialists.* Maintain and develop KPIs, SLAs and escalation frameworks to ensure fast, effective resolution of customer issues while assisting in managing ticket escalations and prioritisation and communication of risks to the business.* Ensure consistent support standards across regions while adapting to local market requirements.* Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development.* Drive adoption and optimisation of support tools, processes and documentation.* Work with Quality/Regulatory teams to ensure compliance with medical device standards and reporting obligations.* Introduce automation and AI-based support enhancements where possible and cost effective.**Required Knowledge and Experience:*** Bachelor’s degree required.* Minimum of 7 years of relevant experience with 5+ years of managerial experience, or advanced degree with a minimum of 5 years of relevant experience with 5+ years of managerial experience.* Extended experience in supporting medical devices.* Business acumen and strategic mindset – track record of successfully driving service strategy.* Familiar with service software platforms and experience with service data integration.* Ability to communicate and influence effectively across multiple teams.* Strong project management skills.* Ability to work from the London office for at least 2 to 3 days per week.* Willingness to work flexible hours to support collaboration across different regions and time zones.* Willingness to travel approximately 10–15% of the time, depending on project needs.Experience working with connected devices, digital solutions, and/or video streaming is preferred, along with a background in digital healthcare.**Physical Job Requirements** The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.# **Benefits & Compensation****Medtronic offers a competitive Salary and flexible Benefits Package** A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).# **About Medtronic**# We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.Learn more about our business, mission, and our commitment to diversity* **Build** a better future, amplifying your impact on the causes that matter to you and the world* **Grow** a career reflective of your passion and abilities* **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learningThese commitments set our team apart from the rest:**Experiences that put people first**. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.**Life-transforming technologies**. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.**Better outcomes for our world**. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.**Insight-driven care**. Fresh viewpoints. Cutting-edge AI, data, and automation. You\’re shaping the future of healthcare technology and defining the next generation of breakthroughs in careIt is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click .For updates on job applications, please go to the candidate login page and sign in to check your application status.If you need assistance completing #J-18808-Ljbffr