Principal Customer Engagement Specialist - Midwest Region (Touch Surgery Ecosystem / Digital Technologies)

Job description

We anticipate the application window for this opening will close on - 1 Nov 2026 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 LifeDigital Technologies develops solutions that support perioperative teams through video management, data analytics, artificial intelligence, and surgical education platforms. Designed to integrate seamlessly into operating room workflows, these technologies help healthcare organizations enhance clinical collaboration, generate procedural insights, and advance surgical training across hospitals and health systems. This field-based role supports customer accounts throughout the Midwest region and serves as a key partner to clinicians, operating room leadership, hospital administrators, and information technology teams. The position requires 75%+ travel within the territory. Preferred candidate locations include Chicago, Illinois or Columbus, Ohio. The Customer Engagement Specialist is a field-based partner to hospitals and health systems using Digital Technologies solutions. Success in this role requires a strong understanding of operating room environments, perioperative workflows, and the complexities of healthcare organizations. Working closely with surgeons, nurses, OR leaders, administrators, residents, and IT stakeholders, this individual will support technology adoption, optimize workflow integration, and expand solution utilization across customer organizations. The role requires the ability to build relationships across perioperative teams while applying clinical workflow expertise, analytical thinking, and data-driven storytelling to influence stakeholders and drive meaningful outcomes. A strong preference will be given to candidates who are comfortable leading analytical conversations, translating product usage data into actionable insights, and communicating compelling business and clinical narratives that support adoption and growth. About the Touch Surgery Ecosystem The Touch Surgery Ecosystem includes a video management and data analytics platform powered by the DS1 computer, our first operating room device. The DS1 enables surgeons, OR team members, and trainees to securely access procedure videos shortly after surgery, using advanced AI algorithms to automatically process and upload content. Our award-winning Touch Surgery application provides safe, accessible surgical training for surgeons and other healthcare professionals. Complementing this platform, Touch Surgery™ Livestream delivers best surgical practices directly to care teams anywhere in the world, creating an immersive learning experience that extends beyond traditional classroom and in-person training environments. Primary Responsibilities Lead customer engagement activities across live accounts, building relationships with surgeons, nurses, operating room leaders, administrators, residents, information technology teams, and executive stakeholders. Drive adoption and utilization by aligning Digital Technologies solutions to clinical workflows, operational priorities, and organizational objectives. Analyze customer usage data and translate insights into action plans that improve adoption, retention, and account growth. Facilitate customer business reviews and present outcomes, opportunities, and performance metrics to hospital stakeholders. Partner with Sales teams to identify expansion opportunities within existing health systems and support commercial objectives. Collaborate with Product and Engineering teams to communicate customer feedback, workflow requirements, and enhancement opportunities. Deliver product training, support feature adoption, and assist with operational troubleshooting in partnership with technical teams. Support implementation and go-live activities for assigned projects as needed. Required Qualifications Bachelor's degree with 7+ years of experience OR advanced degree with 5+ years of experience in healthcare technology, medical devices, clinical operations, perioperative services, customer engagement, or account management. Experience working within operating room, procedural, or surgical care environments. Experience engaging multiple stakeholder groups across hospital or health system organizations, including clinical, operational, administrative, and information technology teams. Ability to travel 75%+ within the assigned territory and work remotely within the Midwest region. Preferred Qualifications Experience supporting technology adoption within large health systems or integrated delivery networks. Experience navigating complex hospital decision-making structures and multi-stakeholder healthcare environments. Experience in operating room services from a clinical, healthcare technology, consulting, or medical device background. Experience leading customer-facing initiatives involving workflow optimization, change management, or digital health solutions. Technical proficiency supporting software, digital health, or connected medical technology platforms. Experience presenting business, operational, or clinical insights to healthcare stakeholders. For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required. 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. 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. 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