Customer Service Supervisor. at Medtronic

Bogota, D.C., Bogota, D.C., Colombia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

High school diploma required
Minimum of 4–5 years of relevant experience
Advanced English skills
Good communication and leadership skills
Experience with leading a team

Responsibilities

Leads and manages a team of Customer Service Representatives, ensuring accountability for achieving operational goals such as SLA, productivity, inactivity, MSS, and quality metrics
Provides coaching and development, sharing best practices and fostering continuous learning among team members
Conducts performance evaluations, implements Performance Improvement Plans (PIPs) when necessary, and ensures fair and consistent feedback
Handles customer and operational escalations, ensuring timely and effective resolution
Hosts and participates in meetings with stakeholders to align priorities, share updates, and support cross-functional initiatives
Ensures process alignment and compliance with organizational standards, identifying opportunities for simplification and improvement
Guides, supports, and motivates agents, driving engagement and accountability across the team
Collaborates on and contributes to projects impacting operations, providing insights and ensuring smooth execution
Conducts quality monitoring and reviews when needed, ensuring adherence to service standards
Acts as a change driver, inspiring confidence and motivating the team through periods of transition or process enhancements

Skills

Team Leadership

Performance Coaching

Customer Escalations

Stakeholder Collaboration

Process Improvement

Quality Monitoring

Change Management

Performance Evaluations

SLA Management

Productivity Metrics

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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