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

Responsible for review and registration of product complaints from internal diabetes employees submitted via an interdepartmental form. This team handles inbound inquiries and outbound tasks assigned to support the overall 24-Hour Technical Support processes and procedures. Tasks assigned include the completion of good faith effort (GFE) follow up on any missing complaint information, customer field action inbound and outbound activities, customer experience remediation tasks, and support CQXM with error correction for compliant documentation.

A Day in the Life:

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

• Handle all form submissions from internal and external customers

• Utilize critical thinking skills to clarify information and provide solutions and/or alternative recommendations to ensure all complaints/events are reported accurately and timely

• Foster internal and external customer relationships thru effective communication to drive customer loyalty

• Answering phones from customers professionally and responding to customer inquiries and complaints

• Conduct research and respond to escalated customer inquiries by phone or email

• Utilize all applicable systems and resources during research to support complete documentation of compliant

• Ensure documentation integrity, accuracy, and low error rate

• Maintain appropriate service level agreement for customer contacts

• Demonstrate expertise in communicating follow up

• Respond and resolve customer inquiries through varies platforms– ex: Inbound/Outbound queue, Interdepartmental forms

• Coordinate internally to resolve complex customer issues

• Follow appropriate department protocols for documenting task completion and patient interaction notes

• Ability and willingness to work flexible days and hours and varying daytime shifts, including overtime

• Demonstrate subject matter expertise (SME) and competency of departmental processes and procedures

• Maintain knowledge of process changes and updates to effectively execute day-to-day tasks

• Continue learning of other duties and special projects as assigned to meet business needs

• Be able to provide feedback to Leadership on Trends and issues seen with day-to-day work

• Be able to communicate actions of deep dive research and provide high level support overview to support escalated and unique situations

• To meet and exceed individual and Team productivity goals set by the business Monthly, Yearly

Must Have: Minimum Requirements

• Must have 2 years of experience with supporting 24 hour Tech support documentation requirements

Soft Skills:

• Flexibility to schedule change to meet business needs, inclusive of days and hours

• Outstanding organizational skills

• Multitasking ability

• Attention to detail

• Excellent written and verbal communication

• Strong phone and verbal communication skills along with active listening

• Must have the ability and willingness to learn new skills, as well as develop professional relationships with others

• Ability of working independently or collaboratively

• Strong communication skills (written and verbal)

• Excellent customer service skills

We are looking for a self-motivated individual with a knack for problem-solving who accomplishes tasks without the need for micro-management to join our team. This position requires interaction with customer’s inbound and outbound. The candidate’s ability to write concise, informative notes/complaints, record all work accurately, and communicate with others is critical for success in this position.

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 perfor