Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

Make an impact on patients’ lives while leading the Remote Technical Services team for Cardiac Rhythm Management (CRM). The team (14 FTE) acts as the Western Europe Technical Support Hub for sales representatives, technical consultants, healthcare professionals and internal service partners, providing remote troubleshooting, product functionality guidance, application support and structured escalation for CRM therapies and connected solutions.

The Remote Technical Services CRM team is part of the Service & Repair EMEA Patient and Technical Service organization. In FY26, Technical Services handled ~10,500 unique service requests, with the majority originating from Western Europe. The CRM scope includes implanted devices and programmers, LINQ, SmartSync and CareLink Network.

The team supports a high-volume, multi-channel service environment: most Technical Services requests arrive via email and phone. Most requests originate from sales reps, technical consultants, health care professionals and the patient services team. The role therefore requires strong operational discipline, stakeholder partnership, technical curiosity and a practical mindset for scalable remote support.

Responsibilities may include the following and other duties may be assigned:

• Lead, coach and develop a diverse remote team of experienced technical service specialists; manage performance, objectives, resource planning, engagement and talent development.
• Oversee timely and traceable intake, triage, troubleshooting and documentation of customer and internal support requests in the relevant systems, and complaint-handling handoffs where applicable.
• Ensure high-quality remote technical advice across CRM implanted devices and leads, pacemakers, ICDs, CRT systems, instruments and legacy programmers, LINQ/LMM diagnostics, CareLink Network, SmartSync CRM/Teneo and related remote-monitoring workflows.
• Drive consistent phone and email support operations, including formal support channels, shared inboxes, first-contact information standards, phone handling and scalable knowledge resources
• Manage product concerns, technical escalations and de-escalations in close partnership with Technical Consultants/Sales/marketing, Country/OU partners, Released Product Engineering, CQES and BeConnected
• Translate support trends into continuous-improvement actions, with attention to CRM request drivers such as STD/EGM analysis, medical procedures/EMI questions, impedance or oversensing topics, longevity estimation, resets, connectivity and CareLink/ SmartSync
• Strengthen CRM knowledge management in structured ways 
• Support CRM product launches 
• Define, monitor and improve operational and quality performance through clear KPIs/SLAs, including service availability, response quality, documentation quality, complaint-handling discipline and audit readiness.
• Prepare for and support internal/external audits, inspections, Field Corrective Actions and compliance-related activities within the CRM Technical Services scope. 

Required Knowledge and Experience:

• Bachelor’s degree in engineering (biomedical/electrical/mechanical), biomedical science or equivalent technical discipline with a proven technical track record 
• A minimum of 5 years of people management experience 
• Strong understanding of operational management approaches such as work scheduling, prioritization, coaching, quality management and process execution 
• Experience working in a technical service, field service, contact center or product support environment 
• Excellent communication skills 
• Fluent language skills in English 
• You are a clear people leader who enjoys developing a diverse, technically oriented team and is comfortable managing a hybrid-working team.

Experience in the medical device industry or another regulated technical support environment is considered an asset, as is prior work in a contact center, remote technical support, field service, or other customer-facing service setting. Candidates with strong analytical and problem-solving skills, particularly those who have used data to identify trends and drive process improvements, will be highly valued. Proficiency in Dutch or another European language is also a plus.

 

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. 

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Recruitment Fraud Alert 

We are aware of phishing scams targeting job seekers. Please keep the following in mind: 

Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. 

Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. 

If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. 

If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected]. 

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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.
 

 

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik:  Netherlands: 80,000.00 EUR - 120,000.00 EUR | 

 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).