Product Support Representative III at Medtronic

San Antonio, Texas, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

High school diploma or equivalent
Minimum of 4 years of call center or customer service experience
Ability to multi-task in a fast-paced environment
Ability to use multiple software programs and navigate through multiple screens and programs at the same time
Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations, even during difficult customer interactions
Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships
Compliance with instructions and protocols when dealing with unfamiliar or unusual customer issues
Strong written and verbal communication skills
Experience documenting calls by typing on a keyboard while speaking to a customer on the phone
Experience with customer resolution according to department protocols and requirements

Responsibilities

Onboarding new patients to remote cardiac monitoring after a cardiac implant procedure
Providing patient support
Troubleshooting technical issues
Educating patients on remote monitoring, app-based technology, and self-help resources
Troubleshooting software applications, addressing customer concerns, and assisting with remote monitor setup, product use, and software applications, and recommending corrective action
Accurately and concisely documenting patient and customer feedback, and any troubleshooting completed during each call
Meeting or exceeding key performance and productivity measurements, such as quality, efficiency, courtesy, expertise, and other metrics as defined by management
Utilizing soft skills and product knowledge to provide good overall patient experience during initial remote monitoring outreach
Performing other duties as assigned

Skills

remote cardiac monitoring

patient onboarding

troubleshooting

software applications

customer support

product knowledge

app-based technology

technical support

patient education

documentation

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.

Land your dream remote job 3x faster with AI

Try Jobo Free