Medtronic LABS

Summary

Vacancy: 001
Location: Rangpur
Salary: Negotiable
Experience: At least 2 years
Published: 12 Jan 2025

Requirements

Education

Bachelor/Honors

Bachelor’s Degree in any discipline is acceptable; a background in science or technology is preferred.

Experience

At least 2 years
The applicants should have experience in the following business area(s):
NGO, Healthcare/Lifestyle product, Healthcare Startup

Additional Requirements

2+ years of demonstrated experience in a Technical Support role
Entrepreneurial & Growth mindset: To succeed, a candidate must be self-driven, willing to perform all levels of tasks, and co-own the learnings as well as the successes with the whole team, through their actions and behavior.
Agile and ability to multi-task and manage several projects simultaneously while appropriately prioritizing.
Ability to communicate effectively to achieve business objectives.
Proven experience in client-facing roles.
Demonstration of excellent judgment and decision making
Demonstrated ability to manage to tight deadlines, along with flexibility to changing priorities
Ability to work individually, with or without supervision, and as part of teams, collaboratively Nice to Have
Experience in field level technical support.
Health tech platform experience.
Knowledge of software development lifecycle.
Understanding of health indicators and reporting mechanisms.

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.
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.

Responsibilities & Context

About Medtronic LABS

Medtronic LABS is a non-profit health systems innovator. We design and implement tech-powered healthcare delivery models that strengthen and extend health systems into local communities, delivering sustainable outcomes for underserved patients worldwide.

Medtronic Labs has presence in Kenya, Ghana, Sierra Leone, Rwanda, Tanzania, India, Bhutan, Bangladesh, and the USA. The team imbibes a culture of openness and entrepreneurship, with significant opportunities of growth for high performing and self-driven individuals.

Overall purpose of the Role

We are looking for a Technical Operations Associate that has expertise working directly with customers to manage implementations, provide platform training and troubleshoot technical support requests from application end-users. The Technical Operations Associate will serve as the first point of contact for the technical assistance from the Medtronic Labs side. This role will ensure prompt resolution of technical issues and delivering excellent service. This person will serve as the liaison in gathering requirements, collecting feedback, training, reporting, and escalating complex problems to the appropriate teams when necessary. The ideal candidate will possess a strong problem-solving mindset, excellent communication skills, and a passion for technology.

Key Duties and Responsibilities

Support onboarding, user training, and technical assistance for operational sites.
Coordinate Level 2 technical support, troubleshooting, and provide platform training.
Maintain documentation of troubleshooting processes, FAQs, and technical procedures.
Create user manuals, knowledge base articles, and training materials.
Track and monitor issues, escalating unresolved ones when necessary.
Ensure the Technical Support SOP is followed at each level and identify the gaps and take initiative steps to mitigate those.
Gather requirements and user feedback to improve solutions.
Test new software versions to ensure functionality before release.
Conduct system audits at facilities to ensure the system is functioning appropriately.
Define requirements for customer reports like dashboards and government-level reporting.

Location : Rangpur, Bangladesh

Travel : 50% (some travel to the respective operations regions)

Contract Type : One (1) year fixed term contract (potential for renewal subject to performance and funding availability)

Skills & Expertise

Field Operation

NGO ( Health)

Compensation & Other Benefits

Insurance, Performance bonus
Festival Bonus: 2

Workplace

Work from home

Employment Status

Full Time

Job Location

Rangpur

Source link

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