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. A Day in the Life The Customer Care organization provides world class customer service across all products and therapies in North America. The Patient Services group is a unique experience to gain knowledge of the Medtronic product lines and therapies and experience first-hand how Medtronic impacts lives every day. L’organisation du service client offre un service de classe mondiale pour l’ensemble des produits et thérapies en Amérique du Nord. Le groupe des services aux patients constitue une expérience unique permettant d’acquérir des connaissances sur les gammes de produits et thérapies de Medtronic, et de constater directement l’impact de Medtronic sur la vie des patients au quotidien. Careers That Change Lives Provide world class customer care to patients, health care professionals, and Medtronic personnel in a multi-channel contact center. Provide remote support (phone, e-mail) for Neuroscience and Cardiovascular portfolios in Canada and be the central point of contact for patients that have product questions. This includes answering patient questions about living with a Medtronic device, troubleshooting, and replacing malfunctioning equipment. Come for a job, stay for a career. A Day in the Life Provide product-oriented support for patients by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, accessories identification or questions about their medical device. Provide troubleshooting and resolution associated with device functionality and capability. Provide patients with ongoing personalized support and education, assist patients to learn more about Medtronic therapies. Provide accurate technical and non-technical information aligned with labeling. Concisely and accurately document customer feedback and any troubleshooting completed during the call. Identify barriers in work processes; recommending areas of opportunity that add value to patients and enhance employee productivity, quality, and improve morale.. Understand and follow all policies. Report any product complaints or patient privacy incidents appropriately. Must Have – Minimum Qualifications Bilingual- English/French - Written and Verbal High school diploma or equivalent + 2 years of experience or an Associates degree with 1+ years of experience or a Bachelor's degree Nice to Have Experience working with ServiceNow, BOS, CareLink, SAP Experience in medical device industry, specifically within Cardiac and Neuroscience Knowledge of Canadian Privacy Regulations Microsoft applications (Word, Excel) experience Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention Demonstrated ability to effectively communicate, both verbal and written, with customers/patients/business partners to answer questions and to resolve issues according to department protocols and requirements Experience working with technical information Proven ability to maintain confidential information Proven ability to produce consistent high-quality detailed work Proven negotiation skills and patience that create a positive customer experience Proven time management and organizational skills Des carrières qui changent des vies Offrez un service client de classe mondiale aux patients, aux professionnels de santé et au personnel de Medtronic dans un centre de contact multicanal. Fournissez un soutien à distance (téléphone, courriel) pour les portefeuilles Neurosciences et Cardiovasculaire au Canada et soyez le point de contact central pour les patients ayant des questions sur les produits. Cela comprend répondre aux questions des patients sur la vie avec un dispositif Medtronic, le dépannage et le remplacement de matériel défectueux. Venez pour un emploi, restez pour une carrière. Une journée dans la vie Fournir un soutien orienté produit aux patients en répondant aux demandes entrantes (téléphone, courriel) concernant le fonctionnement des produits, le dépannage, les spécifications, l’identification des accessoires ou les questions relatives à leur dispositif médical. Assurer le dépannage et la résolution liés à la fonctionnalité et aux capacités des dispositifs. Offrir aux patients un soutien personnalisé et continu, ainsi qu’une éducation, pour les aider à mieux comprendre les thérapies Medtronic. Fournir des informations techniques et non techniques exactes, conformes à l’étiquetage. Documenter de manière concise et précise les retours des clients et tout dépannage effectué durant l’appel. Identifier les obstacles dans les processus de travail et recommander des pistes d’amélioration qui apportent de la valeur aux patients, favorisent la productivité et la qualité des employés, et améliorent le moral. Comprendre et respecter toutes les politiques en vigueur. Signaler toute plainte relative aux produits ou tout incident lié à la confidentialité des patients de manière appropriée. Qualifications minimales requises Bilingue – anglais/français, à l’écrit et à l’oral Diplôme d’études secondaires ou équivalent + 2 ans d’expérience ou diplôme collégial (Associates degree) avec plus de 1 an d’expérience ou baccalauréat Atouts Expérience avec ServiceNow, BOS, CareLink, SAP Expérience dans l’industrie des dispositifs médicaux, en particulier dans les domaines Cardiaque et Neurosciences Connaissance des réglementations canadiennes en matière de protection de la vie privée Expérience avec les applications Microsoft (Word, Excel) Aptitude démontrée à la pensée critique pour faciliter la résolution de problèmes et la prévention proactive des erreurs Capacité démontrée à communiquer efficacement, à l’oral comme à l’écrit, avec les clients/patients/partenaires commerciaux afin de répondre aux questions et de résoudre les problèmes conformément aux protocoles et exigences du département Expérience dans la gestion d’informations techniques Capacité avérée à maintenir la confidentialité des informations Capacité avérée à fournir un travail constant, de haute qualité et détaillé Compétences éprouvées en négociation et patience favorisant une expérience client positive Compétences démontrées en gestion du temps et en organisation 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. Learn more about our business, mission, and our commitment to diversity here 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. We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will… Build a better future, amplifying your impact on the causes that matter to you and the world Grow a career reflective of your passion and abilities Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here. For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com
