Medtronic Technical Svc Spec in Boulder, Colorado
Technical Svc Spec
Boulder, Colorado, United States
Jan 05, 2021
Careers That Change Lives
In this exciting role as a Customer Services Representative IIIwithin Medtronics call center environment, you will be responsible for providing timely telephone support to customers while simultaneously entering data into the established database. Provides product and technical support in a positive and professional manner to both customers and end users. Interfaces with internal departments to meet job objectives and fulfill customer requirements .
The Minimally Invasive Therapies Group strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
Records information live from customer as well as fax, mail and email pertaining to the RMS products while coordinating, tracking and providing follow up for customers utilizing established database and the complaint tracking system.
Issues and follows up on Return Goods Authorizations (RGA) to return reported product for service and/or exchanges.
Ensures accurate record documentation is maintained in a constant state of audit readiness per internal policies for product complaints, service requests and inquiries generated by customers.
Escalates customer requests and issues for resolution as appropriate.
Possesses detailed knowledge and understanding of medical products serviced and supported by RMS.
Processes and submits daily weekly reports as required.
Is able to interface with the Post Market Vigilance group to provide RGAs for investigation and MDR notifications
Must Have: Minimum Requirements
Bachelors degree required
Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience
Nice to Have
Minimum of 4 years of relevant experience
Broad practical knowledge of call center environment
4 years of experience in call center environment or 3 years experience and an advance degree
In lieu of educational requirement 4+ years call center experience within the medical or pharmaceutical industry providing clinical and technical support to customers
Ability to trouble shoot with customers while simultaneously data entering the information directly into the computer.
Excellent problem-solving skills
Must possess basic computer skills with experience in Word and Excel
Ability to communicate effectively via verbal and written forms
BA, BA or AS preferred
Prefer 4+ years call center experience within the medical or pharmaceutical industry providing clinical and technical support to customers equivalent work experience
Able to prioritize and work efficiently while multi-tasking
Able to communicate with customers about usage of products and handle conversations with customer regarding product failure.
Ability to work in a challenging, dynamic and schedule-shifting environment.
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.
Physical Job Requirements
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. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.