Service Operations Manager at Medtronic in Carlsbad, California

Job Description:

Careers that Change Lives

Our Minimally Invasive Therapies group enables earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less-invasive solutions.

RESPIRATORY, GASTROINTESTINAL & INFORMATICS helps with early detection and treatment of diseases, and reduce complications to accelerate recovery from patient conditions, while expanding global access to therapies that improve clinical outcomes for gastrointestinal diseases and cancers, and patients with respiratory compromise.

A Day in the Life

The Service Operations Manager will lead a team in the global support of our products and service programs for Respiratory Interventions while maintaining compliance with applicable Quality System Regulations. This individual will ensure support of the global service organization through training, education and direct interaction on matters involving Medtronic products and services. They will be responsible for ensuring servicing requirements are met from a product's conception to that product's final obsolescence, to represent and champion the needs of the biomedical community while supporting our sales and service teams. This role requires regular interaction with other Managers (R&D, Manufacturing, Quality and Regulatory) as related to new product development and sustaining projects. In addition, the position will work closely with other key global and internal stakeholders to ensure the customer's needs are understood and communicated as needed and implement and drive projects related to this function as necessary.

Key Responsibilities:

• Provide Service and Biomedical Engineering based technical opinions to support development projects and feasibility studies


• Work closely with US Sales and Service, Global Service Leadership, Engineering, Manufacturing, Quality and Senior Management.


• Maintain and drive quality in new product designs


• Ensure compliance to quality systems and procedures


• Manage and maintain service procedures


• Communicate needs of the Biomedical Engineer and Service Engineer to the design team.


• Ensure product designs are serviceable, cost effective and meet the needs of our customers.


• Ability to adapt to and operate in remote circumstances


• Strong interpersonal skills


• Work closely with customers to resolve issues quickly, and create and follow up on action plans to do so


• Coordinate customer meetings with appropriate sales management and sales representatives


• Travel to meet with customers as required.

Must Have: Minimum Requirements

• Bachelors degree in business, electronics, biomed technology or engineering
• Minimum of 5 years of people management experience, or advanced degree with a minimum of 3 years of experience

• Experience with a technical product in a medical device or regulated industry


• Demonstrated customer service skills


• Strong organizational skills and able to effectively prioritize daily work demands


• Ability to deal with difficult situations and resolve conflict


• Strong computer skills, including Microsoft Office


• Clearly convey technical content in written and oral form


• Working knowledge and experience with Quality System Regulations


• Demonstrated experience working in cross functional teams on complex technical assignments.


• Experience in dealing with difficult situations involving customers, product performance and or quality matters.


• Good conflict management skills

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)