Associate Product Support Specialist with PL/Rom

Required languages

RomanianPolishEnglish

Seniority

Junior

Company

Medtronic

Location

Prague

Type of job

Full-time

Required education

Bachelor

  • Bonuses
  • Retirement or life insurance contributions
  • Meal vouchers or meal contributions
  • Contributions to sport, culture or past time activities

ASSOCIATE PRODUCT SUPPORT SPECIALIST WITH POLISH or Romanian


Careers that Change Lives

We are looking for a driven and people oriented Product Support Specialist to join our growing Minimed Care Product Support Team in Prague.

In this role, you will provide assistance and information support to patients and medical professionals who use our medical devices to manage their diabetes. You will troubleshoot and resolve technical product inquiries and issues via phone and e-mails from customers. You will determine customer issue or request and resolve inquiry/request exceeding customer expectations.



A Day in the Life

In this position, the patient support is provided in a flexible time schedule, also including some weekends and night on-duty shifts according to the monthly team schedule. We are looking for candidates with different levels of seniority within this job position.


·        Provide product-oriented support and technical services for customers from countries within main responsibility.

·        Respond to incoming inquiries (phone, e-mail) from customers concerning product operation, troubleshooting, specifications, warranty questions, parts/accessories identification or questions about their medical device; perform these activities mostly under supervision or with assistance from team members.

·        Provide troubleshooting and resolution associated with device functionality and capability.

·        Research issues offline as needed and conduct timely follow up calls with customers.

·        Accurately and concisely document 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).

·        Accurately and consistently capture and document customer product complaints. Follow up with troubleshooting and secure therapy continuation of the end-user Patient.

·        Follow up on and monitor the Product Complaint resolution back to the customer, in close coordination with the US and local stakeholders.

·        Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).

·        Participate in outbound calling under supervision to pro-actively reach out to patients to review their therapy adherence, or for educational or marketing purposes.


                    Must Haves

·        Fluency (native speaker) in Polish language or in Romanian (or Polish/Romanian/Czech speaker)

·        Fluent English language skills required.

·        Demonstrated work ethic and willingness to go above and beyond.

·        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, concise and timely manner to customers experiencing medical emergencies.

·        High sense of empathy, and patience.

·        Ability to handle multiple/complex tasks, to maintain composure under pressure.

·        Ability to work shifts to ensure 24/7 support (weekend as part of monthly hours and night on call duty).

·        Computer skills – MS Office.


Nice to Haves


·        Previous experience in a telephone, technical troubleshooting or helpdesk role strongly preferred.

·        Experience in customer service position is an advantage.


Your Answer

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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.

Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the

future.

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.




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