Field Service Engineer, Surgical Robotics

Role overview

Medtronic is seeking an experienced Field Service Engineer to support its surgical robotics and digital surgery portfolio across New Zealand. This is an opportunity to contribute to healthcare technology that improves patient outcomes while working in a role that blends technical service, customer support, and problem-solving.

The position reports to the Technical Services Manager and sits within the Service and Repair team. The work involves supporting the Hugo™ Robotic System and related technologies through installation, maintenance, troubleshooting, and repair activities, delivered both on-site and remotely.

What you will do

• Assist with installations, carry out scheduled maintenance, troubleshoot faults, and complete repairs within the assigned territory.
• Provide technical support to customers and internal teams through both remote channels and on-site visits.
• Coordinate with the Technical Services Manager to prioritize service requests and meet support expectations.
• Use escalation pathways when needed, investigate root causes, and resolve service delivery problems effectively.
• Maintain complete records of complaints, corrective actions, root-cause findings, and final outcomes in the complaint tracking system.
• Keep customers and internal stakeholders updated on progress until issues are fully resolved.
• Document all field activities, including site visits and remote interventions, and keep CRM records current.
• Share timely updates with business and leadership stakeholders on customer issues, concerns, and market opportunities.
• Carry out product testing to verify that equipment is operating to manufacturer standards.
• Help identify and close service revenue opportunities such as warranty conversion, SSA contract renewals, time-and-materials work, fee-per-use work, and contract case coverage.

Experience and qualifications

• A bachelor’s degree plus 1 year of experience, or a diploma plus 3 years of relevant experience.
• Hands-on background in repairing and servicing medical devices.
• Valid Electrical Appliance Service license.
• Ability to work effectively as part of a team.
• Strong customer orientation and service mindset.

Additional information

This role requires adaptability, resilience, and the ability to respond to changing customer and business priorities.

The job description notes that the listed duties are representative of the role and not a complete account of every responsibility or skill required.

Recruitment fraud notice

Medtronic warns applicants about phishing and impersonation attempts. Candidates should only use official Medtronic hiring channels and email addresses ending in @medtronic.com.

Medtronic states that it will not request payment or sensitive personal details such as bank account or Social Security information during early hiring stages. Any such request should be treated as suspicious.

If a message appears questionable, applicants are advised not to reply, click links, or open attachments, and to contact AskHR@medtronic.com for verification.

Compensation and benefits

The company offers a competitive salary along with a flexible benefits package.

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

About Medtronic

Medtronic is a global healthcare technology company focused on relieving pain, restoring health, and extending life. Its workforce spans more than 150 countries and supports more than 72 million patients each year through innovative medical technologies.