Job Description

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

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The Customer Care organization provides world class customer service across all products and therapies in North America. The Patient Services group is a unique experience to gain knowledge of the Medtronic product lines and therapies and experience first-hand how Medtronic impacts lives every day.




L'organisation du service client offre un service de classe mondiale pour l'ensemble des produits et therapies en Amerique du Nord. Le groupe des services aux patients constitue une experience unique permettant d'acquerir des connaissances sur les gammes de produits et therapies de Medtronic, et de constater directement l'impact de Medtronic sur la vie des patients au quotidien.

Careers That Change Lives

Provide world class customer care to patients, health care professionals, and Medtronic personnel in a multi-channel contact center. Provide remote support (phone, e-mail) for Neuroscience and Cardiovascular portfolios in Canada and be the central point of contact for patients that have product questions. This includes answering patient questions about living with a Medtronic device, troubleshooting, and replacing malfunctioning equipment.


Come for a job, stay for a career.

A Day in the Life

Provide product-oriented support for patients by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, accessories identification or questions about their medical device. Provide troubleshooting and resolution associated with device functionality and capability. Provide patients with ongoing personalized support and education, assist patients to learn more about Medtronic therapies. Provide accurate technical and non-technical information aligned with labeling. Concisely and accurately document customer feedback and any troubleshooting completed during the call. Identify barriers in work processes; recommending areas of opportunity that add value to patients and enhance employee productivity, quality, and improve morale.. Understand and follow all policies. Report any product complaints or patient privacy incidents appropriately.

Must Have - Minimum Qualifications

Bilingual- English/French - Written and Verbal High school diploma or equivalent + 2 years of experience or an Associates degree with 1+ years of experience or a Bachelor's degree

Nice to Have

Experience working with ServiceNow, BOS, CareLink, SAP Experience in medical device industry, specifically within Cardiac and Neuroscience Knowledge of Canadian Privacy Regulations Microsoft applications (Word, Excel) experience Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention Demonstrated ability to effectively communicate, both verbal and written, with customers/patients/business partners to answer questions and to resolve issues according to department protocols and requirements Experience working with technical information Proven ability to maintain confidential information Proven ability to produce consistent high-quality detailed work Proven negotiation skills and patience that create a positive customer experience Proven time management and organizational skills

Des carrieres qui changent des vies

Offrez un service client de classe mondiale aux patients, aux professionnels de sante et au personnel de Medtronic dans un centre de contact multicanal. Fournissez un soutien a distance (telephone, courriel) pour les portefeuilles Neurosciences et Cardiovasculaire au Canada et soyez le point de contact central pour les patients ayant des questions sur les produits. Cela comprend repondre aux questions des patients sur la vie avec un dispositif Medtronic, le depannage et le remplacement de materiel defectueux.

Venez pour un emploi, restez pour une carriere.

Une journee dans la vie

Fournir un soutien oriente produit aux patients en repondant aux demandes entrantes (telephone, courriel) concernant le fonctionnement des produits, le depannage, les specifications, l'identification des accessoires ou les questions relatives a leur dispositif medical. Assurer le depannage et la resolution lies a la fonctionnalite et aux capacites des dispositifs. Offrir aux patients un soutien personnalise et continu, ainsi qu'une education, pour les aider a mieux comprendre les therapies Medtronic. Fournir des informations techniques et non techniques exactes, conformes a l'etiquetage. Documenter de maniere concise et precise les retours des clients et tout depannage effectue durant l'appel. Identifier les obstacles dans les processus de travail et recommander des pistes d'amelioration qui apportent de la valeur aux patients, favorisent la productivite et la qualite des employes, et ameliorent le moral. Comprendre et respecter toutes les politiques en vigueur. Signaler toute plainte relative aux produits ou tout incident lie a la confidentialite des patients de maniere appropriee.

Qualifications minimales requises

Bilingue - anglais/francais, a l'ecrit et a l'oral Diplome d'etudes secondaires ou equivalent + 2 ans d'experience

ou

diplome collegial (Associates degree) avec plus de 1 an d'experience

ou

baccalaureat

Atouts

Experience avec ServiceNow, BOS, CareLink, SAP Experience dans l'industrie des dispositifs medicaux, en particulier dans les domaines Cardiaque et Neurosciences Connaissance des reglementations canadiennes en matiere de protection de la vie privee Experience avec les applications Microsoft (Word, Excel) Aptitude demontree a la pensee critique pour faciliter la resolution de problemes et la prevention proactive des erreurs Capacite demontree a communiquer efficacement, a l'oral comme a l'ecrit, avec les clients/patients/partenaires commerciaux afin de repondre aux questions et de resoudre les problemes conformement aux protocoles et exigences du departement Experience dans la gestion d'informations techniques Capacite averee a maintenir la confidentialite des informations Capacite averee a fournir un travail constant, de haute qualite et detaille Competences eprouvees en negociation et patience favorisant une experience client positive Competences demontrees en gestion du temps et en organisation

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.

Benefits & Compensation

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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. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.





This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

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We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.


Our Mission -- to alleviate pain, restore health, and extend life -- unites a global team of 95,000+ passionate people.


We are engineers at heart-- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.