Make an impact on patient’s lives as a full-time service-oriented Patient Contact Center Representative. You will support our Cardiac Rhythm and Heart Failure (CRHF) products and applications, with a focus on consulting with patients, as well as health care professionals and Medtronic field personnel.

Our vision is - together, we will transform the lives of people with cardiac arrhythmias and heart failure.

A Day in the Life:

We offer you a position where you will provide first level technical support and address device related questions directly to patients via the phone, but also may include email or other communication methods.

Whenever an issue cannot be resolved, you are responsible for the escalations to second level technicians and ensure correct follow up is done until the case can be closed.

You will be involved in the complaint handling process and the linking pin between patient, hospital, field and tech services.

In this role we expect an empathic approach, where service and patient satisfaction are key.

Responsibilities :

• Provide troubleshooting, support and education for CRHF products that are accurate, thorough, timely and tailored to meet the customer’s needs.
• Gather relevant information, document and report customer inquiries, issues and product problems per procedures and policies.
• Maintain adequate product and therapy knowledge and expertise through continuous training, coaching, and independent study.
• Identify and implement personal or process improvements to maintain and improve thorough, compliant, timely, accurate service.
• Maintain adherence to schedule and availability for support of incoming contacts, which includes sharing in shifts to work Medtronic holidays when clinics are typically open.
• Utilize technology and systems required to support job function which may include answering phones and/or operating personal computer.
• Actively participate, communicate and maintain team and cross-functional networks.

Must Haves

• Excellent communication skills via phone
• Fluent language skills in English and Danish, Swedish or Finnish
• You have an empathic character towards the patients
• You are a real team player

Please note that for this position, relocation support is not provided. Preferably, we are looking for candidates that live within a max 80km radius of our Medtronic office in Heerlen, the Netherlands.

After covid, we expect to work 2 days per week in the office; the other days will be home office. The exact way of working will be further decided & communicated by Medtronic.

Nice to Haves

• Experience in the medical industry
• Previously worked in contact center or technical support
• Analytical and problem solving
• In addition you speak also the Swedish or Finnish language

We offer

In our 5th Tenet of our Mission we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success.

Also a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees:

• 28 holidays
• Possibility to purchase 8 extra holidays days
• Flexible working environment
• Annual Incentive Plan % depending on company results
• Pension scheme and group discount on healthcare insurances
• Tax advantages on Commuting, Fitness plan, bicycle plan
• Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract
• Employee Assistance Program and Recognize! (our global recognition program)
• Private Lease possibilities