We anticipate the application window for this opening will close on - 17 Jan 2025

 

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

In this exciting role as a Technical Support Representative III within Medtronic’s call center environment, you will have responsibility for providing timely telephone support to customers while simultaneously entering data into the Medtronic Business System. Provides product and basic 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.
Responsibilities may include the following and other duties may be assigned.

• Properly documents product complaints, service requests and inquiries generated by customers.
• Issues Return Goods Authorizations to return reported product for service and/or exchanges.
• Creates, coordinates, tracks and provides follow up for customers on Sales Orders.
• Escalates customer requests and issues for resolution when appropriate to a Technical Services Specialist.
• Stays up to date on and follows, all procedures related to the job which can affect the quality of products and services provided to customers.
• Possesses basic understanding and knowledge of products supported and service lines.
• Receives and processes fax, mail and/or on-line network inquiries.
• Reviews daily routine reports for accuracy of data entry.
• Contacts customers as follow up to open Return Goods Authorizations.
• Provides weekly updates of all open Orders and RGAs in order to properly close out any aged requests

Must Have: Minimum Requirements

• High school diploma or equivalent
• Minimum of 4 years of relevant experience

Nice to Have
• 2+ years call center experience providing technical support to customers.
• Able to communicate with customers about usage of products and handle conversations with customer regarding product failure or medical emergencies.
• Ability to communicate effectively via verbal and written forms.
• Ability to read and interpret documents such as procedures and product operating manuals.
• Able to prioritize and work efficiently while multi-tasking.
• Ability to work in a challenging, dynamic and schedule-shifting environment.
• Possesses basic computer skills with some experience in Word and Excel preferred.

Role is remote 4 days, and 1 day in the office at the Lafayette CO site.

Responsibilities may include the following and other duties may be assigned.

• Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.
• May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
• May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.
• May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.

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. 

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.

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.