Product Support Specialist (Iberia) - Diabetes

Job description

BUSINESS TITLE:       Product Support Specialist - Diabetes   

REPORTS TO:            MiniMed Care Team Leader                                        

LOCATION:                 Medtronic, Building 9, Croxley Business Park, Watford, WD18 8WW

BUSINESS SPECIFIC REQUIREMENTS:         

·        Native Spanish speaker and Strong oral and written language skills in Portuguese

·        Opening hours Monday to Friday: 08:00 – 16:30

MAIN PURPOSE OF JOB

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. Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. Exceed customer expectations when resolving inquiries/requests. 

MAIN JOB DUTIES/RESPONSIBILITIES

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

·        Ability to handle high stress environment

·        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.

Desired profile

JOB QUALIFICATIONS

 

JOB EXPERIENCE

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

 

SKILLS/COMPETENCIES

·        Native Spanish speaker and Strong oral and written language skills in Portuguese

·        Strong oral and written language skills in English

·        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

 

MEDTRONIC TRAITS

·        Compliance & Integrity

·        Clear Thinking

·        Inspire Others

·        Boundaryless

·        Global

·        External Focus

·        Driven to Win

·        Executes

·        Mission Values

 

DESIRED/PREFERRED QUALIFICATIONS

·        Post-secondary education

·        Diabetes and Therapy Knowledge

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

·        Experience troubleshooting medical equipment/services in contact center/helpdesk

 

Keyboarding 40 WPM average