Together Medtronic and Covidien are 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.

We know the combined resources of Medtronic and Covidien will be transformative, creating new methodologies and new opportunities. Whatever your specialty or ambitions, you can make a difference at Medtronic – both in the lives of others and your career.

Medtronic is a $27.8b company with 85,000+ employees in more than 160 countries.

OUR CHALLENGE

Our sales team builds 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. To support our Diabetes Business Unit we are looking for a Patient Support Representative Diabetes, fulltime ( 40 hours ) .

OUR OFFER

Main purpose of the job:

Provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc.) regarding the use of Medtronic Diabetes products. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. Exceed customer expectations when resolving inquiries/requests.

Main job duties/responsibilities:

Therapy and Product Knowledge

• Using proficient disease and therapy knowledge to support customers.
• Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers.
• Act 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.

Call Management

• Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.
• Ensure on or above-target compliance with call quality standards.
• Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI).
• Demonstrate empathy, patience and resilience while safely assisting customers.

Troubleshooting & Quality Management

• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
• Accurately and consistently document customer feedback and troubleshooting completed.
• Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.
• Coordinate return flow for all Diabetes products for quality analysis.

Core Elements

• Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written.
• Ability to handle a high stress environment.

Must haves

• At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience
• Completion of secondary school
• Strong oral and written language skills in: German, English & Dutch
• Effective multitasking (navigating between programs to access customer data and input text during call)
• Experience using MS Office suite (Word, Excel, Outlook)
• Keyboarding 40 WPM average

Nice to haves

• Experience using SAP
• Experience troubleshooting medical equipment/services in contact center/helpdesk