Product Support Representative at Medtronic

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Completed at least 2 years College, Vocational or Bachelor’s Degree in Nursing
Minimum 4 years of related experience in customer care, helpline or patient support role, in a Customer Care environment
Preferred experience in medical device or healthcare industry
Excellent communication and interpersonal skills with demonstrated ability to build strong patient relationships

Responsibilities

Provide front-line care center support to patients and handle escalations from Associate Care Center specialists (1st to 2nd level escalation), using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques
Partner with assigned internal and external stakeholders to meet care center needs for patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories, and monitor and intervene with “at risk” patients when necessary
Identify and analyze pertinent data and drive solutions for patient issues
Monitor Helpline call activity, product ordering information, online learning activity, and CareLink data to identify patients that may need additional support and direct to appropriate group for intervention
Measure the success of efforts through monitoring patient retention, patient learning metrics, quality scores, and customer satisfaction ratings
Testing and conducting “proof of concept” sessions with patients to build web and mobile interactive solutions
Supervise team activities in the absence of the Care Center Supervisor
Answer incoming calls for the Global helpline and perform necessary troubleshooting with patients
Process replacement products and input and analyze data efficiently into Medtronic systems
Perform other duties as assigned

Skills

Troubleshooting

Data Analysis

Customer Service

Patient Support

Communication Skills

Objection Handling

Metrics Monitoring

Helpline Management

Product Replacement

Proof of Concept Testing

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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