Medtronic Product Support Specialist (Iberia - Spanish and Portuguese) - Diabetes in Watford, United Kingdom

Product Support Specialist (Iberia - Spanish and Portuguese) - Diabetes

Location:

Watford, Hertfordshire, United Kingdom

Requisition #:

17000CPV

Post Date:

Jul 17, 2017

PRODUCT SUPPORT SPECIALIST – SPANISH AND PORTUGUESE SPEAKING

Careers that Change Lives

We are looking for a new colleague to join our Diabetes team in Watford.

You have to be a native Spanish speaker and strong oral and written language skills in Portuguese. Our support team have opening hours Monday to Friday: 08:00 – 16:30

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.

Help us shape the future.

A Day in the Life

You have to 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 will also be a part of your daily work.

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 our 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 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

Must Haves

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

  • That you are native Spanish speaker and strong oral and written language skills in Portuguese and 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

Nice to Haves

  • Post-secondary education

  • Diabetes and therapy Knowledge

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

  • Experience troubleshooting medical equipment/services in contact centre/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.

Let’s 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. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.

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.