Senior IT Technologist, Sales Support

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.

• 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.

• 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 elevate 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…