Patient Services Representative

Descripción del puesto:

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us and be part of our commitment to the health of others.
Our sales teams build strong and lasting business relationships with hospital staff, medical associations, and opinion leaders, to achieve that goal. By demonstrating medical-technical expertise and partnering closely with physicians and research institutes, we drive innovation, transform technologies, and help shape the industry.

This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

Responsibilities may include the following and other duties may be assigned:
* Responding to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories over the phone and e-mail
* Ensuring on or above-target compliance with call quality standards and manage time effectively by prioritizing calls, follow-up, and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
* Effectively communicating with customers to resolve issues and answering questions according to department protocols and requirements. Ensuring support and solutions provided are aligned with Department and Standard Operating Procedures and coordinating the return flow for all Diabetes products for quality analysis
* Accurately and consistently documenting customer feedback and troubleshooting completed
* Using proficient disease and therapy knowledge to support customers to deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers
* Acting on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets

Required Knowledge and Experience:
* At least 6 months of customer service or support experience in a contact centre, office or helpdesk environment or relevant work experience
* Completion of secondary school
* Strong oral and written language skills in: German and English
* Effective multi-tasking (navigating between programs to access customer data and input text during call)
* Experience using SAP and MS office suite (Word, Excel, Outlook) and experience troubleshooting medical equipment/services in contact centre/helpdesk and post-secondary education are considered advantages for this role.

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. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here