Customer Service Rep III

Customer Service Rep III/Technical Support Agent

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.

Main Purpose Of Job

The Customer Service Rep III/Technical Support Agent has a key role in supporting Medtronic's service and repair strategy across all of our business sectors. The incumbent is responsible for providing the highest level of service to external and internal customers, while operating within company guidelines and ensuring that the needs of all customers are met in a timely, comprehensive manner. This position also plays an important role in supporting market share gain initiatives by ensuring our ability to supply to customers timely evaluation assets. The incumbent oversees the full eco-system of Asset Pool Operations across all MedSurg businesses at Medtronic Canada and will undertake to drive efficiency and the harmonization of Medtronic Canada Asset Management Model. Incumbent will ensure a consistent high standard in meeting customers' and Commercial Sectors' needs. Furthermore, this position will develop asset deployment optimization initiative to track, flag and ensure return of overdue assets.

Main Job Duties/Responsibilities

• Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.

• May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.

• May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.

• May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.

• Responsible for reporting complaints and Adverse Drug Reactions (ADR)

• Properly documents product complaints, service request and inquiries generated by customers and/or Sales team.

• Provides quotes for repair, exchange, service contracts and service parts, answers warranty coverage related questions.

• Possesses basic understanding and knowledge of products supported and service lines.

• Direct complex technical issues to appropriate Medtronic personnel (Service Technicians, Field Service Representatives, or another proper person/department).

• Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA.

• Process all Service billing from work order to service contract and resolve disputes.

• Track repair returns/calibration to Medtronic US factories/Third parties.

• Coordinates with Technical Services to ensure regular maintenance or asset equipment

• Contribute to the update and maintenance or work instructions and procedures, as required

• Process parts replenishment order for Service Center and Field Technicians.

• Implement executed Service Contracts into SAP

• Process Capital Order requiring installation for MedSurg businesses and coordinate delivery, install schedule with Customer, Territory Manager and Field Service Supervisor.

• Identifies Planned Maintenance schedule and creates PM in SAP for the warranty or service contract duration.

• Purchase departmental PPE, test equipment, fixture and tooling.

• Serve as liaison for departmental vendor set up with QA.

• Maintaining all departmental test equipment records and associate set up in SAP.

• Proactively works with each Business Section & Planning to map out and review Asset Operation's needs to support market share growth initiatives.

• Establishes system to track and provide regular reporting on all asset placement to help improve on Cashflow objectives as well as provide timely report on overdue assets for Sales to action upon.

• Analyzes trial, demo, repair needs nationally and works with Service Repair Center to ensure a timely turnaround of company asset and customer repair.

• Implement executed contracts into contract management system (ACT)

• MedSurg businesses' support including all evaluation, demo, clinical trial (shipment and return management. Provides regular reconciliation of inbound vs outbound assets.

Career Stream

Individual contributors who provide organizational related support or service (administrative or clerical) for other members within the organization. The majority of time is spent in the delivery of support services or activities, typically under supervision.

Differentiating Factors

Autonomy: Seasoned individual contributor who provides assistance and training to lower-level employees. Performs a wide variety of non-routine clerical and administrative tasks and may support special projects or assignments. Works under limited supervision.

Organizational Impact: Works to deliver day-to-day objectives with significant impact on achievement of results for the job area Work involves obtaining or providing information or data requiring some explanation or interpretation. Work consists of tasks that are typically not routine.

Innovation and Complexity: Makes minor changes in systems and processes to solve problems or improve effectiveness of job area. Expected to independently propose solutions to problems for manager review.

Communication and Influence: Communicates typically with internal and external contacts. Obtains and provides information on matters of moderate importance to the job area.

Leadership and Talent Management: Responsible for providing guidance, coaching and training to other employees within job area.

Required Knowledge And Experience

Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education.

Job Experience

Requires minimum of 4 years of relevant experience and minimum of high school diploma or equivalent.

Skills/Competencies

Experience in ServiceNow, SalesForce.Com, ServiceMax applications

Strong verbal and written communications skills

ERP system experience SAP

Thrive in a fast-paced work environment

Able to prioritize in a constantly changing environment.

Demonstrated ability to work effectively with cross-functional partners.

Strong ability to think analytically while being efficient in executing tasks tactically.

Strong organizational skills

Thorough in follow-ups

Ability to provide proactive solutions to customer issues

Proficient in Microsoft Office applications (Excel, Access, Word).

Ability to learn and retain advanced product, process and policy information

Desired/Preferred Qualifications Knowledge/Education

College Diploma

Skills/Competencies

Experience working in a medical device or healthcare industry.

Fluency in French and English (verbal and written)

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.

Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request, candidates with disabilities will be accommodated during the recruitment process.

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.

Benefits & Compensation

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).

About Medtronic

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.