Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. For more than 50 years, we have established a remarkable track record around that innovation: Work that enables clinicians around the world to enhance and save lives.
We are looking to hire an experienced Technologist proficient with supporting nationwide users to join our dynamic global team. This person will provide technical support for US THV Field Representatives and designated internal THV stakeholders, with focus on endpoint readiness, hardware/software troubleshooting, device deployment, application access, and timely issue resolution that supports field and business operations.
How you’ll make an impact:
- Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment, and other IT-related hardware (Tier 2/3).
- Coordinate activities with third-party vendors as needed, including order fulfillment, warranties, project needs, vendor relations, feedback, and escalations.
- Configure and manage customer workstations, portable computing devices, and peripherals following defined imaging and deployment processes.
- Create and maintain defined image and deployment processes for workstations, portable computing devices, and peripherals while aligning to global standards and regional requirements.
- Train users in various situations, educating them on hardware, software, and related systems through brief one-on-one, small group, ad-hoc, and hands-on “how-to” instructions.
- Manage installation of desktops, laptops, peripheral equipment, and other IT-related hardware, both onsite and remotely as appropriate.
- Assist the business with defining tablet and mobile device solutions to meet operational and business needs while remaining aligned with global IT.
- Manage priorities based on service requests, emails, Teams messages, and incident tickets while regularly updating tickets to reflect work performed.
- Provide appropriate visibility of costs related to service requests and comply with approval requirements.
- Define lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists.
Additional Field and THV Support Responsibilities:
- Provide timely support for THV Field Representatives and designated internal THV stakeholders to help minimize disruption to sales, field, and business operations.
- Assist with device readiness, application access, and basic troubleshooting for laptops, tablets, mobile devices, and approved THV tools.
- Support onboarding, device setup, application installation, and user readiness activities for new or transitioning THV users.
- Help identify recurring issues impacting Field Representatives or THV users and escalate patterns with clear documentation and recommended next steps.
- Partner with Desktop Support, Endpoint Management, Identity, Networking, Security, and application teams when issues require additional access, ownership, or escalation.
- Maintain accurate ticket updates, user communication, troubleshooting notes, and follow-up until the issue is resolved or properly escalated.
- Support field productivity by explaining technical issues in clear, non-technical language and ensuring users understand the next steps.
- Participate in lifecycle upgrades, device refresh activities, and support initiatives as assigned while maintaining Field Rep support as the priority.
- Available and responsive; understands user urgency and the importance of timely support for Field Representatives and THV users.
- Approachable and customer-focused; able to communicate with Sales Representatives and Sales Operations users in a clear, non-technical way while resolving technical issues effectively.
- Builds confidence with Sales users by providing reliable, responsive, professional, and consistent support from initial contact through resolution.
- Develops strong working relationships with Sales users by demonstrating reliability, professionalism, urgency, and accountability in every support interaction.
- Ability to follow documented procedures and checklists accurately while recognizing when escalation or additional review is needed
What you'll need (Required):
- Associate's Degree or equivalent in a technical degree/certification in related discipline
- A minimum of seven years experience of work experience including IT hardware/software experience
- Microsoft Certified Desktop Technician
What else we look for (Preferred):
- Bachelor's Degree in in computer sciences, information systems or related discipline.
- Ability to manage users and PCs using Active Directory and approved endpoint management tools.
- Proficient in Microsoft suite of applications, including Microsoft Office, Outlook, Teams, OneDrive, Adobe, and related business tools.
- Ability to perform IT hardware and software diagnostics and repairs for laptops, desktops, mobile computing devices, peripherals, IP phones, handheld scanners, and related equipment.
- Effective cable management skills to maintain organized workstations and data closets.
- Ability to adapt and learn new technologies as needed.
- High level of professionalism during interactions with customers, vendors, and internal IT partners.
- Basic understanding of approved AI-enabled productivity tools, such as Microsoft Copilot or similar tools, to assist with documentation, summarization, troubleshooting notes, user guidance, and support communications.
- Ability to use AI tools responsibly while protecting confidential, customer, employee, patient, and company information.
- Ability to validate AI-generated information before using it in troubleshooting, documentation, user communication, or decision-making.
- Willingness to learn approved AI tools and follow company policies for secure, appropriate, and ethical use.
- Ability to use AI-assisted outputs as a support aid while maintaining ownership, judgment, and accountability for the final communication or technical recommendation.
Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.
For California, the base pay range for this position is $70,000 - $99,000 (highly experienced).
The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
COVID Vaccination Requirement
Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.
