Associate Product Support Specialist M/F at Medtronic

Prague, Prague, Czechia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Based within Prague and willing to travel to the office 2-3 days per week
Native/fluent in any of the following languages: Czech/Slovak/Polish/Hungarian and fluency/advanced English language skills (min B2)
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 and maintain composure under pressure
Experience in a customer service position
Desirable: Previous experience in a telephone, technical troubleshooting, or helpdesk role

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingTechnical SupportPatient EducationDiabetes ManagementProduct DocumentationComplaint ResolutionPhone SupportEmail Support

Questions & Answers

Common questions about this position

Is this a remote position or do I need to come into the office?

You must be based within Prague and willing to travel to the office 2-3 days per week, working in a hybrid model combining office and home office.

What languages do I need to speak for this role?

You need to be native/fluent in Czech, Slovak, Polish, or Hungarian, along with fluency/advanced English language skills (minimum B2). Combinations of these languages are welcome.

What kind of experience or skills are required for this position?

Required skills include effective communication to resolve issues, clear presentation of information especially in emergencies, high empathy, patience, responsibility, ability to handle multiple tasks under pressure, and customer service experience.

What is the team culture like at Medtronic for this role?

The team is a growing, international, highly trained, dedicated, and professional Patient Service team in Prague that values communicative, empathetic, and people-oriented colleagues focused on creating great customer experiences.

What makes a strong candidate for this Associate Product Support Specialist role?

Strong candidates have customer service experience, native/fluent skills in Czech/Slovak/Polish/Hungarian plus advanced English, high empathy and communication skills, and are based in Prague for hybrid work. Previous experience is desirable.

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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