Associate Customer Product Support Specialist

2 weeks ago

Prague, Hlavní město Praha, Czech Republic Medtronic Full time 40,000 - 80,000 per year

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 LifeWe are looking for a communicative, empathetic and people-oriented colleagues who want to join our growing, international team in Prague. We are highly trained, dedicated and professional Patient Service team providing information, technical expertise and support to patients and medical professionals who use our medical devices to manage their diabetes. Our role is significant in creating great customer experience, provide people with a helping hand, peace of mind, support and guidance.

We are committed to support patients along their entire journey, we are committed to be a partner they can trust. To ensure on-going patient support, we need to make ourselves available any time our customers need our help or advice. We work in a flexible time schedule in a "hybrid model", combining office and home office as a place of work.

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:

  • Providing product-oriented support, troubleshooting and technical services for customers by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, warranty questions, accessories identification or questions about their medical device

  • Providing patients with ongoing personalised support and education to help them make the most of their diabetes management, assisting patients to learn more about Medtronic diabetes therapies

  • Concisely and accurately documenting customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes)

  • Coordinating return flow for all products for quality analysis

  • Following up on and monitoring the product complaint resolution back to the customer, in close coordination with the US and local stakeholders

  • Providing reporting, analysis and support, closely cooperate with Medtronic Diabetes business, marketing and other departments

  • Participating in outbound calling under supervision; pro-actively reaching out to patients to review their therapy adherence, or for educational or marketing purposes

Required Knowledge and Experience:

  • Native/fluent Polish speaker and fluency/advanced English language skills (min. B2)

  • Ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements

  • Ability to present information in a clear and timely manner to customers experiencing medical emergencies

  • High sense of empathy, patience, responsibility, accountability and reliability

  • Ability to handle multiple/complex tasks, to maintain composure under pressure

  • Experience in a customer service position

Previous experience in a telephone, technical troubleshooting, or helpdesk role is an advantage.

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  
 

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