• Perform timely and accurate preventative maintenance of medical equipment • Troubleshoot, service repairs, and installations of moderate complexity • Lead communications with customers and serve as escalation point for customer related concerns • Own customer issues from dispatch to resolution. • Proactively engage with other team members for appropriate solutions • Maintain relationships with customers and ensure timely communication • Adhere to company policies and procedures to ensure regulatory compliance • Partner with the customer and/or sales team to recommend value-added services

• Work closely with Sales to develop and execute a strategic plan & track progress to key objectives • Regularly visit customers to identify new business, discuss ongoing projects including areas of concern & future needs • Assist in solving problems and providing test support; be the central point of contact during critical issues between customer and factory teams • Act as an advisor to our customers by providing memory architecture advice, memory product recommendations, delivering technical trainings and developing solutions • Work with marketing and development teams to evaluate feasibility of specific new products or features and ensure customer specifications are met • Coordinate lab-related activities that support the design-in/validation process

• Reports directly to the Sr. Manager of Field Services • Provide Tier 2 technical support for hayden.ai endpoint devices, serving as an escalation point from Tier 1 support and field technicians • Deliver advanced remote troubleshooting and diagnostic support to field technicians during installations, maintenance, and incident response • Analyze complex hardware, software, network, and system-level issues, determining root cause and driving issues to resolution • Monitor production, pilot, and test fleets, proactively responding to alerts, anomalies, and escalated client-reported issues • Own and manage escalated tickets through resolution, ensuring clear documentation, timely updates, and adherence to SLAs • Collaborate closely with Engineering, Product, and Field Operations to resolve recurring or systemic issues and implement long-term fixes • Identify trends in incidents and failures, contributing to improvements in system reliability, performance, monitoring, and tooling • Develop and maintain dashboards, runbooks, and troubleshooting guides to support Tier 1 teams and field technicians • Support quality initiatives by assisting with inspection, testing, and evaluation of hardware and software in field environments • Build and enhance tools, automation, and diagnostic workflows to reduce manual effort and prevent incident recurrence • Participate in post-incident reviews, providing root cause analysis and actionable recommendations • Ensure compliance with established processes for escalation, change management, and incident handling • Meet or exceed service level agreements (SLAs) and operational performance metrics

• Vous assurerez les installations, les maintenances préventives et curatives des matériels vendus par Medtronic ou un de ses distributeurs. • Vous utiliserez l’outillage mis à disposition correctement, avec soin, et serez responsable des équipements de tests soumis à métrologie. • Vous développerez vos compétences techniques et votre niveau d’expertise sur les différents produits de nos gammes à travers vos expériences, un appui de l’équipe composées d’experts et de formations adaptées à nos besoins. • Vous travaillerez en étroite collaboration avec les équipes cliniques et commerciales. • Vous contribuerez activement à l’amélioration continue des processus de service. • Vous serez responsable de votre stock de pièces détachées pour votre secteur. • Vous assurerez la gestion administrative liée à l’activité Service&Repair du parc machine, sur votre secteur, pour nos clients. • Vous renseignerez et transmettrez les rapports d’activité demandés par la hiérarchie dans les temps. • Vous mettrez en application les procédures du système qualité ISO du Service&Repair.