Associate Product Support Specialist M/F

Patient Service Team Member

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.

We are looking for a communicative, empathetic and people-oriented colleagues who want to join our growing, international team in Prague. We are highly trained, dedicated and professional Patient Service team providing information, technical expertise and support to patients and medical professionals who use our medical devices to manage their diabetes. Our role is significant in creating great customer experience, provide people with a helping hand, peace of mind, support and guidance.

To be eligible for this position you must be based within Prague and willing to travel to the office 2-3 days per week. We work in a flexible time schedule in a "hybrid model", combining office and home office as a place of work.

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

• Providing product-oriented support, troubleshooting and technical services for customers by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, warranty questions, accessories identification or questions about their medical device
• Providing patients with ongoing personalized support and education to help them make the most of their diabetes management, assisting patients to learn more about Medtronic diabetes therapies.
• Concisely and accurately documenting customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes)
• Coordinating return flow for all products for quality analysis
• Following up on and monitoring the product complaint resolution back to the customer, in close coordination with the US and local stakeholders
• Providing reporting, analysis and support, closely cooperate with Medtronic Diabetes business, marketing and other departments
• Participating in outbound calling under supervision; pro-actively reaching out to patients to review their therapy adherence, or for educational or marketing purposes

Required Knowledge and Experience:

• Native/fluent in any of the following languages: Czech/Slovak/Polish/Hungarian and fluency/advanced English language skills (min B2). Combination of any of the above languages is more than welcome
• Ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements
• Ability to present information in a clear and timely manner to customers experiencing medical emergencies
• High sense of empathy, patience, responsibility, accountability and reliability
• Ability to handle multiple/complex tasks, to maintain composure under pressure
• Experience in a customer service position

Desirable criteria:

• Previous experience in a telephone, technical troubleshooting, or helpdesk role is an advantage

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.

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).

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.