Job Description
Technical Services Specialist – Implantable Medical Devices This is a hybrid position with weekly presence at our St. Louis Park, MN offices. Company Summary: Enterra Medical, Inc is a revenue stage company spun out of Medtronic in January 2022. Enterra Medical is dedicated to helping more people with chronic gastroparesis live better lives through improving technology, advancing clinical science, and accelerating patient access to Enterra Therapy™. The FDA approved the Humanitarian Device Exemption for Enterra Therapy in 2000. Over 15,000 people have received Enterra Therapy to help resume everyday activities.
Position Summary: The Technical Service Specialist – Implantable Medical Devices will provide comprehensive technical support and troubleshooting for our implantable medical devices to a range of stakeholders: healthcare professionals that implant these devices, healthcare professionals that follow and program these devices, patients, and internal stakeholders. This role requires a strong understanding of medical device technology, excellent problem-solving skills, situational awareness, and a commitment to providing exceptional service to a wide range of customers
Duties and Responsibilities: - Provide expert technical support by phone, email, and possible on-site visits to healthcare professionals and patients regarding the operation, troubleshooting, and programming of our implantable medical devices.
- Diagnose and resolve technical questions related to device functionality.
- Provide training and education to healthcare professionals on device operation, development, and troubleshooting.
- Ensure accurate communication of programming protocols and parameter adjustments to relevant stakeholders, including healthcare professionals and technical staff.
- Deliver remote guidance and troubleshooting on MRI labeling, allowable scan parameters
- Document all service activities, including troubleshooting steps, resolutions, and patient interactions (including reportable complaints) in our CRM system.
- Collaborate with sales, marketing, customer service and engineering teams to provide feedback on device performance and identify areas for improvement.
- Maintain a thorough understanding of product specifications, technical manuals, and relevant clinical literature.
- Manage and maintain inventory of loaner devices and programming equipment.
- Adhere to all regulatory requirements and company policies regarding patient privacy and data security.
- Participate in on-call rotation to provide after-hours support.
- Occasional travel to customer sites and conferences as needed.
- Assist in the development and maintenance of technical service documentation and training materials both for existing products and new products in development.
- Assist in setting up and maintaining testing equipment.
- Provide support for clinical studies when needed.
- Other duties as assigned.
Position Requirements: Education: - 2-year degree in Applied Sciences or Technical equivalent
Experience; - Minimum 2+ years experience in medical device technical services and/or medical device customer service required
- Ability to understand and read technical documentation
- Ability to develop technical summaries and scripts for consistent support
- Ability to communicate effectively, orally and in writing to both external and internal teams
Job Tags
Full time, Remote job,