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Service Software Engineer I - Robotics


North Haven, CT 06473
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Job Details

Service Software Engineer I - Robotics


North Haven, Connecticut, United States

Requisition #:


Post Date:

Dec 09, 2020


The Service Software Engineer is a technical individual contributor role within the Global Robotics Service Support (GRSS) team, will be responsible for providing product technical troubleshooting of the software related field escalations , perform root cause analysis and help update the service knowledge database.

In this role, the individual will help in development continuous improvement of existing data analytics diagnostic software solutions. He would be actively involved in development of various service software projects/processes associated with the Robotics Assisted Surgery (RAS) System like remote service, augmented reality applications, CRM implementation. Key measure of success is the uptime management, internal external customer satisfaction and timely completion of functional objectives.

This role will require communication from a service perspective to all the related engineering, program management and product marketing teams. This work will include working closely with software developers, electrical engineers, integration engineers, reliability engineers, quality engineers and field service engineers on design for serviceability aspects of new product introductions and to improve existing system service software for the RAS System.


Provide Technical support for various service software tools. This activity may include configuring systems, diagnosing hardware software faults and solve technical applications problems, either over the phone or in person.

Works with the Integration Team, Reliability Test Team and Subsystem Engineers for trouble shooting/root-cause analysis and corrective action to resolve software anomalies

Provide support, including procedural documentation and relevant technical bulletin generation

Manage the Software upgrade and deployment process, including the configuration compatibility with customer information technology (IT) infrastructure.

Support the roll-out of new software applications, test and evaluate new technologies within the scope of service improvements

Provide timely and accurate follow-up to broader Services team (outside of RAS SR) for call closure and escalation follow-up

Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction

Other duties as assigned/requested by management


Bachelors degree with 0+ years of experience required.


Bachelors degree in Computer Science or Computer Engineering or Biomedical with at least one year of work experience or a graduate level degree.

Experience with Linux, shell scripting, software installation

Root cause issues in software

Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task

Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements

Ability to function well under pressure and expend effort to meet schedules and deadlines

Understanding of computer systems (hardware and software layers of computer architecture), networking (OSI model), and security

Experience with QNX, Simulink and knowledge of C and C++.

Experience using python or similar tools for data collection and analysis.

Experience with Data analytics software like Tableau, Power BI, Microsoft access.

Experience with electro-mechanical devices controlled by software.

Understanding and experience with system reliability testing and service.

Medical device development experience

Experience with robotics or motion control helpful.

Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments

Strong attention to detail and accuracy

PHYSICAL JOB REQUIREMENTS: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to use a computer, and communicate with peers and co-workers.

Travel requirement (some international): 20-30%

**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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

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. For Office Roles: 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. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
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