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

At the heart of the Service & Repair Customer Care transformation lies a simple but powerful belief: technology is only truly effective when guided by people who care. We are building a team where every individual is welcomed, empowered, and inspired to grow—professionally and personally—creating connections that transcend cultures and roles.

We are establishing the first S&R Lab in Italy to elevate our operating model and drive process excellence across multiple countries. As a Principal Customer Care Specialist, you will play a critical role in fostering accountability, harmonizing global practices, managing country-specific requirements with agility and compliance, and unlocking efficiencies through digitalization and data-driven decision-making.

This is a senior, high-impact role where you will shape operational standards, drive quality, enable knowledge, and mentor teams, promoting performance, trust, inclusion, and growth.

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

• Ensure compliance and operational alignment through Customer Care documentation: Review, update, and standardize QMS documents to reflect enterprise requirements, organizational updates, and new product or process changes.

• Drive operational excellence in Customer Care processes and system workflows: Identify inefficiencies, facilitate improvement workshops, implement actionable enhancements, and ensure consistent, compliant, and high-quality customer experiences across regions.

• Enable high-quality knowledge and insights: Collaborate with the Knowledge & Change Management Principal to ensure timely, accurate, and non-redundant information is available on digital platforms, supporting consistent execution of Customer Care processes.

• Harmonize cross-regional processes: Partner with EMEA Service & Repair teams and Italian stakeholders to test, validate, and align processes, ensuring best practices, smooth adoption, and successful rollouts across countries.

• Drive data-informed decisions and CAPA initiatives: Leverage control tower dashboards to monitor KPIs, identify trends, lead root cause analyses, manage OFI/ CAPAs, and resolve customer service/product complaints to improve performance and customer satisfaction.

• Lead high-impact projects and foster a patient-first culture: Design and implement initiatives using insights from customer feedback and data analysis to prioritize patient needs, deliver actionable improvements, and mentor team members to build capabilities and reinforce a culture of caring.

• Ensure compliance with relevant regulatory and quality requirements during the fulfillment of customer requests, maintaining audit readiness and supporting documentation as required.

• Might directly manage and execute UAT, intake, assessment, and resolution of customer requests, ensuring all tasks are completed within established service timelines.

• Collaborate on training and performance insights: Work closely with the Training, Knowledge & Change Management Principal to provide Customer Care Representatives with targeted training and actionable insights derived from quality checks, dashboards, and management review, closing gaps and improving outcomes.

Required Knowledge and Experience:

• A background of 8+ years in Customer Service or Quality/Process Improvement is ideal, though candidates with a bachelor’s degree and 4+ years, or equivalent experience totaling 8+ years, will also be considered.

• Proficient in English: Advance English (C1 level or above), with the ability to communicate confidently and effectively in professional environment.

• Accelerator of process innovation: Proven resolutive mindset with the ability to accelerate process innovation by analyzing complex challenges, engaging stakeholders, distilling core issues, and transforming problems into actionable knowledge that elevates S&R Customer Care.

• Change Enablement & Continuous Improvement: Strong analytical skills to support system and process transformations, simplify complexity, and drive sustainable operational excellence, while effectively engaging stakeholders at all organizational levels to support adoption.

• Coaching & Development: Experience leading projects and delivering high-quality, on-time deliverables; proven ability to guide, review, and delegate work to specialist or team members while providing constructive, personalized feedback and mentoring othe