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Manager, Vendor Customer Support Center

Bala Cynwyd, PA
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  • Job Code
Company Medtronic
Job Title Manager, Vendor Customer Support Center
JobId 38241
Location: Bala Cynwyd, PA, 19004, USA

Manager, Vendor Customer Support Center


Bala Cynwyd, Pennsylvania, United States

Requisition #:


Post Date:

Dec 20, 2017

**Manager, Vendor Customer Support Center**

**Bala Cynwyd, PA**

**Careers That Change Lives**

Strong leader needed for creating/managing returns/exchanges/escalations within the Medtronic Diabetes vendor organization. Will need to have a proven track record of meeting and exceeding operations metrics. This position will support the mission of Medtronic’s Diabetes Division, which is serving customers who order insulin pump supplies and related medical devices and those who purchase related products from Medtronic Diabetes partners. Incumbent will develop, coach, lead, and monitor a team(s) that can achieve key performance metrics such as service level for all related departmental processes including Social Media customer response, Executive Escalations, Quality, Queue, to ensure all compliance and regulatory measures are being strictly adhered to. This role is to continually look for opportunities to increase operational efficiencies and effectiveness.


The Diabetes Group is working with the global community to change the way people manage diabetes. Together, we will transform diabetes care by expanding access, integrating care, and improving outcomes so people with diabetes can enjoy greater freedom and better health.

**A Day in the Life**

•You will create and foster a work environment that drives exceptional employee engagement, Customer Service, quality, learning, teamwork, and productivity

•You will ensure superior team performance by “coaching the coaches,” setting expectations, and maintaining a culture of continuous improvement

•You will provide guidance on team standards for Customer Experience Excellence, quality, use of best practices, and team/field communication

•You will ensure team compliance with all legal and regulatory requirements

•You will work with Director and team analysts to monitor and evaluate team performance data to leverage areas of strength, address areas for improvement, and ensure department goal achievement

•You will manage performance as needed by providing constructive feedback and action steps for improvement

•You will collaborate and develop strong sustainable business relationships with vendors

•You will administer work schedules and processes to ensure adequate staffing/territory coverage, exceptional transactional quality, and unsurpassed responsiveness in all activities

•You will lead/assist hiring efforts as needed

•You will lead special projects related to vendor organization, team design, process protocol, standardized best practices, employee engagement, and more

•You will plan and track project milestones and deliverables

•Other related duties as necessary

**Must Have:**

**_To be considered for this role, the following minimum requirements must evident on your resume._**

•Bachelor’s degree with 5+ years of Customer Service and/or Sales experience OR Master’s degree with 3+ years of Customer Service and/or Sales experience.

•3+ years of people and/or project management experience, managing/coaching teams

•Experience in medical device or similar high tech/regulated industry

**Nice to Have**

•3+ years experience managing line level employees

•Demonstrated expertise with Microsoft Office applications

•Highly self-motivated and self-managed; ability to work independently and as part of a team

•Experience in diabetes industry

•Demonstrated ability to organize and work under strict time deadlines, while producing quality deliverables

•Experience administering and navigating health insurance plans and processes.

•Experience leading a patient focused call center team

•Experience working with a field sales team

•Excellent verbal, interpersonal and communication skills. Demonstrated ability to effectively communicate with all levels of customers (both internal and external) as well as all levels of management.

•Proven leadership skills with demonstrated ability to lead sales teams and manage performance.

•Must possess excellence analytical, problem-solving, organization and administrative skills.

•Demonstrated ability to establish exceptional customer relationships.

**About Medtronic**

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

**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 Day in the Life 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.

•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.

•Other examples: Able to lift 25 pounds, Able to view items through microscope, Extended periods of time doing computer-based work

•Travel up to 10%


It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here:


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