27 days old

Sr. Service and Repair Partner Africa

القاهرة, EG-DK
  • Job Code

Careers that Change Lives

A Day in the Life
You will be the face of the Service & Repair team across the entire Medtronic product ranges for Distributor Markets.

You will help to arrange technical training for Distributor and Hospital Engineers. This will be in compliance with corporate regulations and laws regarding safety and quality at work as well as technical regulations.

You will support markets where Service & Repair work is performed by Distributors by monitoring their activities, to ensure the required activities are being performed and the basic S&R quality requirements are being met - record keeping, quality complaint reporting, maintaining the necessary tools and calibrations of test equipment up to date.

You will be responsible to prepare and sign Service Agreement with distributors who are selling capital equipment and providing service on behalf of Medtronic.


  • 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
  • Contact point between Distributor Channel team and S&R team - ensuring compliance and alignment to both S&R and DCM policy and processes
  • 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
  • Point of contact to receive requests for extended warranty and service contracts
  • Develop, publish and share educational materials to help distributors understand Medtronic processes
  • Working as part of a team of Service Partner and Contract Coordinators from other regions to share best practices and collaborate
  • Help Pricing team to setup SP pricing for each distributor and communicate parts and price lists to distributors
  • Disseminating Technical Service Manuals and Bulletins as required to ensure distributor engineers are informed on technical matters as MDT engineers.
  • Draft Quality Management System documents (Work Instructions / Supporting Materials) to document how S&R interacts with service partners
  • Ensure Distributor Engineer's access to box folder and ESS Server etc are reviewed frequently
  • Help distributor for the tender applications that required S&R input
  • Coordinate FSCA communication with distributor, to get Service report filled correctly and shared with PSM and Regulatory to be able close on time
  • Follow up Warranty claim requests to get FOC parts shipped to distributor

Must Have:

    • BSc Degree (or equivalent qualification) in an appropriate field (Biomedical Engineering, Mechanical or electrical engineering) or Biomedical Technology

    • Full driving license required

    • Ability to understand engineering principles such as electrical, mechanical, thermodynamic and biomedical to troubleshooting without complete technical documentation

    • 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.

    • Ability to work remotely, with limited supervision

    • Passport or Visa allowing for worldwide travel around 20% of time.



    • More than 4 years relevant experience diagnosing, repairing and maintaining electronic and electro-mechanical equipment in a field service role where you are customer facing in their premises.

    • Min 2-3 years Channel Management experience

    • Typically resolves problems using existing solutions

    • Experience and knowledge across a limited service product portfolio

    • 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.)

    • Familiarity with being involved in pricing and contract definition.

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.

Additional Information

  • Posting Date: Mar 25, 2021
  • Travel: Yes, < 25 % of the Time

Posted: 2021-03-26 Expires: 2021-04-24
Sponsored by:
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القاهرة, EG-DK

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