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27 days old

Product Support Specialist, Diabetes with Portuguese and Spanish

Medtronic
Watford City, ND 58854
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Product Support Specialist, Diabetes with Portuguese and Spanish

Location:

Watford, Hertfordshire, United Kingdom

Requisition #:

20000JVA

Post Date:

Dec 18, 2020


**Careers that Change Lives**


Do you have a love of technology and a desire to help those who need it? Apply here to join our Product Support and Start Right teams. Don't have experience working with people with diabetes? Not to worry, we have an extensive training programme and are open to candidates with all kind of backgrounds. Want to learn more about the team, watch our team in action here - https://youtu.be/04ScXw3C-EM


**A Day in the Life**


We are now looking for a **Product Support Specialist with Portuguese Spanish** to join our team in Watford. In this role you will provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc.) regarding the use of Medtronic Diabetes products. You will resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions.


**Therapy and Product Knowledge**


+ Using proficient disease and therapy knowledge to support customers

+ Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers.

+ Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets


**Call Management**


+ Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.

+ Ensure on or above-target compliance with call quality standards.

+ Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI).

+ Demonstrate empathy, patience and resilience while safely assisting customers.


**Troubleshooting Quality Management**


+ Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.

+ Accurately and consistently document customer feedback and troubleshooting completed.

+ Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.

+ Coordinate return flow for all Diabetes products for quality analysis together with local office.


**Core Elements**


+ Understand, comply with Medtronic policies and serve as an ambassador for Medtronic with internal/external stakeholders.

+ Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written.

+ Perceive, understand, and manage emotions and feelings to connect empathically to sense and anticipate customer needs.

+ Frame problems as opportunities when evaluating solutions provide excellent solutions and services to customers.

+ Engage in self-development, including participation in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).

+ Cooperate and coordinate with Medtronic team members encouraging positive work environment, adapting to changing situations, environments to meet customer needs.


**Must Haves**


+ At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.

+ Strong oral and written language skills in English. Fluency in Spanish.

+ Effective Multi-tasking (navigating between programs to access customer data and input text during call).

+ Basic to intermediate level of math skill required to assist customers with their vital statistics.


**Nice to Haves**


+ Second language in Portuguese, Italian, Finnish, Danish, Norwegian, Swedish or Afrikaans will be an asset.

+ Diabetes and Therapy Knowledge.

+ Experience using: SAP and MS Office suite (Word, Excel, Outlook).

+ Experience troubleshooting medical equipment/services in contact center/helpdesk.


**Your Answer**


Is this the position you were waiting for? Then please apply directly via the apply button!


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.


Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.


At Medtronic, you will find a diverse team of innovators who bring their unique backgrounds and their individual life experiences to work every day. We work hard to cultivate a workforce that reflects our patients and partners, we believe it is the only way to drive healthcare forward. We want to attract a diverse workforce, regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, veteran status, or any other characteristic protected by state or local law. Join us, and bring the power of your point of view to our culture of collaboration and innovation. It is through strong diversity, inclusion and engagement that we can remain a leader in medical technology and solutions. And by embracing everything you have to offer your unique perspectives, talents and contributions we can live up to the promise of our Mission.
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.

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Posted: 2020-12-24 Expires: 2021-01-29
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Product Support Specialist, Diabetes with Portuguese and Spanish

Medtronic
Watford City, ND 58854

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