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

Leads implementation and drives adoption of new or existing Patient Management and service solutions through close partnership with the Cardiac Rhythm Management service leadership team, local sales support team and customers. This customer-facing, leadership role is crucial to ensuring the sales and service support teams can deliver optimal, timely, value-added service while also helping customers to improve efficiency in managing their Medtronic cardiac device patients.

• Executing on service innovation initiatives: Responsible for the success of service innovation initiatives.  Develops, executes, collaborates, and strategizes with field teams and service and sales leadership in driving adoption of patient management solutions to achieve service innovation goals.
• Customer engagement: Assists in promotion, training, in-servicing, and workflow evaluation with hospital and clinic device support staff, physicians and administration.
• Medtronic Field & Internal Partner Engagement: Collaborates across Medtronic field teams and internal partners to ensure alignment on the strategy, goals and execution of service innovation initiatives.  Assists in training field and increasing understanding of Patient Management solutions and the resources available to help drive adoption.

Executing on service innovation initiatives:

• Identifies customer opportunities to launch new patient management and service solutions and/or drive increased adoption of existing solutions through close partnership with the local field teams and leadership.  These service solutions consist of new Medtronic Patient Management products, better utilization of the existing Patient Management portfolio and promotion of alternative customer and Medtronic workflows.
• Focuses on solutions that improve upon or maintain the service delivered to customers and patients while increasing the efficiency of the Sales Rep (SR) and Clinical Specialist (CS) teams in the field. 
• Identifies key SR and CS partners, gains buy-in on the value and benefits of the service solutions, and leverages their knowledge and relationships with customers to execute on initiatives
• Partners closely with the District Service Manager(s) and District Manager(s) to develop and execute on an overall service innovation strategy for the district(s)
• Manages and tracks targets including identifying resources needed, next steps and action owners to ensure adequate progress is made towards achieving service goals.  This includes delegating tasks to SR, CS and other field partners to expand their scope of influence across multiple accounts and customers.
• Uses data to identify top opportunities and report out results.  Tracks progress in systems such as Salesforce.com

Customer Engagement

• Conducts customer meetings and in-services to achieve buy-in of service solutions – the ability to promote and sell innovative solutions, emphasizing customer benefit, is essential
• Partners with device clinic customers to understand primary pain points in managing their device patients and identifies appropriate solutions to improve both remote and in-person clinic workflow
• Delivers in-services and trains physicians, clinical staff and administration on service solutions
• Engages with hospital and clinic administrative leadership to gain buy-in of service solutions and promote the value Medtronic is bringing through these solutions
• Probes to understand and confirm customers’ needs, handle objections and gain commitment. 
• Attends device clinics or other support activities as appropriate to promote adoption of alternative workflows and utilization of the available Medtronic Patient Management portfolio

Medtronic Field & Internal Partner Engagement

• Promotes and explains the strategy behind service solutions with other field colleagues – the ability to influence peers to drive change is vital
• Clearly communicates service innovation goals to SR, CS and field leadership partners; reports out on progress and results during territory, district and/or regional meetings
• Assists local field teams with customer requests, complaints and objection handling
• Establishes and maintains subject matter expertise of Medtronic service solutions – acts as a main contact in the field for teams that need assistance in understanding new service solutions and the available resources and assists with training colleagues on new solutions
• Partners with Regional Economics Manager, Medical Education, Proce