Senior Service Partner (Service & Repair)

Careers that Change Lives

We are a company who inspiring the extraordinary, For more than ‎70 years, we
have led the way with purpose-driven healthcare technology. That history
compels us to relentlessly pursue therapies that change lives.
The role is opened to continue our daily milestone in serving our patients &
partners and give them the highest level of support & partnership which is
aligned with our daily mission to alleviate pain, restore health, and extend
life.
For this role, you will be expected to be located in Cairo - Egypt

A Day in the Life
You will be the face of the Service & Repair team across the entire Medtronic
product ranges for Distributor Markets.
§ Ensure quality agreements and service contracts are drafted, signed, updated
and filed in contract repository
§ Receive technical training requests and connect with training coordinator to
fulfil training needs
§ Maintain regular contact with distributors to develop relationship, flow of
information between companies, help resolve issues
§ Receive information from distributors about installed equipment, extended
warranties, spare parts inventory levels, tools calibrated
§ Monitor and audit performance and documentation of service providers - based
on requirements in quality agreements and service contracts
§ 1st point of contact for escalations related to urgent parts supply
§ Support screening and onboarding new or potential distributors / service
providers - assessing and helping distributors to identify and close gaps in
service capability, insufficient documentation or process controls
§ Support handover from distributors being terminated - follow-up to collect
missing information (install base) to pass to new distributors
§ Support changes in scope for distributors - when they become authorized for
new product lines including equipment, prepare tools and trainings required
§ Disseminating Technical Service Manuals and Bulletins as required to ensure
distributor engineers are informed on technical matters as MDT engineers.
§ Help distributor for the tender applications that required S&R input
§ Coordinate Corrective Action communication with distributor, to get Service
report filled correctly and shared with internal team and Regulatory to be
able close on time
§ Follow up Warranty claim requests to get free of charge parts shipped to
distributor.
Must Haves
§ BSc Degree (or equivalent qualification) in an appropriate field (Biomedical
Engineering, Mechanical or electrical engineering) or Biomedical Technology
§ Experience using tools such as Word, Project, Excel, PowerPoint, Visio
and/or Adobe Acrobat, and Internet search engines
§ Strong English or Arabic written and verbal communication skills.
§ Passport or Visa allowing for worldwide travel
§ More than ‎7 years relevant experience diagnosing, repairing and maintaining
medical equipment, and communicating with hospitals environment.
§ Min ‎2-‎3 years Channel Management experience
§ Contributes to process improvements
§ Familiarity with following processes and procedures in a regulated industry.
§ Experience in working in the hospital setting and knowing the organization
of the different departments (procurement, theatre, service engineers etc.)
Nice to Haves
* French language
* Previous technical experience in Medtronic equipment
* Have worked in an organization that drives customer intimacy using systems such as Customer Effort Score philosophy and system and experience of using within the customer service sector.
We Offer
We offer a competitive salary and benefits package to all our employees:
* Flexible working environment
* Annual Incentive Plan % depending on company results
* Pension scheme and group discount on healthcare insurance
* Training possibilities via Cornerstone/Harvard Manage Monitor/Skills Lab
* Employee Assistance Program and Recognize! (Our global recognition program)
Our commitment
Our unwavering commitment to inclusion, diversity, and equity (ID&E) means
zero barriers to opportunity within Medtronic and a culture where all
employees belong, are respected, and feel valued for who they are and the life
experiences they contribute.
We know equity starts beyond our workplace, and we must play a role in
addressing systemic inequities in our communities if we hope to have long-term
sustainable impact.
Anchored in our Mission, we continue to drive ID&E forward both to enhance the
well-being of Medtronic employees and to accelerate innovation that brings our
lifesaving technologies to more people in more places around the world.
About Medtronic
Bold thinking. Bolder actions. We are 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 ‎90,000+ passionate people. Powered by our diverse knowledge,
insatiable curiosity, and desire to help all those who need it, we deliver
innovative technologies that transform the lives of two people every second,
every hour, every day. Expect more from us as we empower insight-driven care,
experiences that put people first, and better outcomes for our world.
In everything we do, we are engineering the extraordinary.

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