Customer Service Rep III at Medtronic

Brampton, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Possesses basic understanding and knowledge of products supported and service lines
Ability to represent company to external and internal customers, answer product-related questions, trace lost shipments, interpret and clarify customer orders, take orders or registrations, and connect customers to appropriate support or field staff
Knowledge of managing web-based ordering or registrations, customer credits, returns, quality assurance complaints, price differentials, stock allocation, special price quotations, bids, pricing allowances, deductions, and adjustments
Experience with managing inventories using EDI, forecasting, replenishment, and inventory systems
Ability to report complaints and Adverse Drug Reactions (ADR)
Capability to direct complex technical issues to appropriate personnel (e.g., Service Technicians, Field Service Representatives)
Familiarity with SAP for processing service contracts, capital orders, planned maintenance, and maintaining records

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 connects customers to appropriate support or field staff
Manages 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
Approves allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments
Manages inventories at customer facilities using EDI, forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels
Reports complaints and Adverse Drug Reactions (ADR)
Properly documents product complaints, service requests and inquiries generated by customers and/or Sales team
Provides quotes for repair, exchange, service contracts and service parts, answers warranty coverage related questions
Directs 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
Processes all Service billing from work order to service contract and resolves disputes
Tracks repair returns/calibration to Medtronic US factories/Third parties
Coordinates with Technical Services to ensure regular maintenance or asset equipment
Contributes to the update and maintenance of work instructions and procedures, as required
Processes parts replenishment orders for Service Center and Field Technicians
Implements executed Service Contracts into SAP
Processes Capital Orders requiring installation for MedSurg businesses and coordinates 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
Purchases departmental PPE, test equipment, fixture and tooling
Serves as liaison for departmental vendor set up with QA
Maintains all departmental test equipment records and associate set up in SAP
Proactively works with each Business Section & Planning to map out and review Asset Pool Operations, drive efficiency, harmonization of Asset Management Model, develop asset deployment optimization initiatives to track, flag and ensure return of overdue assets

Skills

Customer Service

Technical Support

Asset Management

Order Management

Shipment Tracking

Quality Assurance

Inventory Allocation

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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