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Product Support Representative III, Medtronic Care Management Services - Minneapolis, MN

Chanhassen, MN 55317
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Product Support Representative III, Medtronic Care Management Services - Minneapolis, MN


Chanhassen, Minnesota, United States

Requisition #:


Post Date:

Feb 03, 2022

**Careers that Change Lives**

We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader thats why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.

**A Day in the Life**

Opportunity to work in a Product Support position for a division of Medtronic that is responsible for helping people live in their homes longer, keeping them from going to the hospital and living healthier lives. This Care Management Services position is responsible for helping patients and customers set up devices and services in homes or other distant locations via our remote call center staff. This role also provides technical support for Medtronic Care Management services and products.

Product Support Representative reports directly to the Sr. Supervisor of Client Care Support.

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

+ Handle inquiries via phone and email to address technical troubleshooting or other questions for our patients and customers.

+ Effectively communicate (verbally written) information with his/her team members, customers and at times, directly with patients.

+ Strive to meet highest level of customer satisfaction by resolving customers issue in professional timely manner.

+ Multitasking through multiple computer software programs while interacting with customers.

+ Ensure important issues/concerns are addressed, escalated and communicated effectively within an appropriate amount of time.

+ Accurately document all calls and activities within the required quality systems.

+ Follow all legal guidelines to protect patient privacy and safety.

+ Make outgoing calls to customers/patients as needed. (i.e., activation calls, replaced unit follow-ups, etc.)

+ Assist other departments with order processing, shipping, training, administrative duties, etc. as required.

+ Additional responsibility as business needs dictate.

**Must Have: Minimum Requirements**

+ High school diploma

+ Minimum of 4 years of relevant experience

**Nice to Have**

+ Previous experience supporting MCMS Operations

+ 2+ years hands-on experience with customer service technical support and/or equivalent experience.

+ Experience working with smart phones and tablets in a support capacity

+ Solid interpersonal skills; ability to communicate clearly and effectively-written and verbal

+ Positive and professional demeanor

+ Strong Customer Focus skills (listening, empathy, solution-focused)

+ Composure: Ability to work in high-pressure situations and deal with conflict effectively or escalate need for leadership support

+ High attention to detail and strong ability to summarize information using professional grammar and correct spelling.

+ Ability to problem-solve and make sound decisions via critical thinking

+ Strong work ethic, sense of urgency, and drive for results

+ Intermediate to Advanced skills with Microsoft Office strong abilities navigating several programs/applications at one time.

+ Strong typing skills (minimum 40 words per minute)

+ Organizational and prioritization skills

+ Analytical skills

+ Demonstrated ability to work with others and appreciate diversity in a team environment.

**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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

Physical Job Requirements

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. (ADA-United States of America)
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.


Posted: 2022-03-08 Expires: 2022-06-06
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Product Support Representative III, Medtronic Care Management Services - Minneapolis, MN

Chanhassen, MN 55317

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