At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
Within the Customer Care team, you are daily in contact with Diabetes Healthcare Professionals, people that live with Diabetes (PWD), funding departments, sales and logistical teams, amongst other internal and external stakeholders. You are an important spider in the organizational web that contributes to customer experience. We expect you to be in the office 2–3 times per week.
Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, Minimed, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care. You will be reporting to the Country Manager and are expected to work from our Heerlen office twice per week. This position will be based in Heerlen, Netherlands within the Minimed organization.
Responsibilities may include the following and other duties may be assigned:
- Provide day-to-day support in Medtronic's Order-To-Delivery processes, handling all incoming calls and emails to shared mailboxes, prioritizing urgent enquiries/orders, and taking ownership through to resolution
- Offer a professional level of support to customers, the Center of Expertise, and field sales staff by providing broad knowledge on Medtronic products, processes, tools, and policies
- Contribute to the company’s goals by continuously working on customer experience initiatives and demonstrating proactive communication skills with highly customer-focused follow-up.
- Identify business opportunities and service improvements, and be responsible for issue coordination, resolution, and reactive communication towards the customer/PWD
- Drive and participate in process improvement/standardization (internal/external), including capturing and documenting customer/PWD specificities in internal systems, and leading or participating in related projects
- Stay alert to early detection of process/systems failures that affect customers, provide corrective actions, suggest solutions, and follow up on deliveries direct to patients to ensure successful on-time delivery
- Stay up to date with Diabetes Operating Unit and customer evolution, strategies, and government enhancements, translating needs into tangible action plans while understanding the impact of our Operating and Healthcare and Healthcare models on the internal and Customer Care organization
Required Knowledge and Experience:
- Fluent in Dutch, French, and English
- Minimum 2 years’ experience in customer service, ideally in a consumer-focused environment
- Skilled with ERP and CRM systems (preferably SAP, SAP CRM, and/or Salesforce)
- Exceptional communication and interpersonal skills; empathetic, candid, and focused on customer needs
- Highly adaptable, collaborative team player able to manage changing priorities within a matrix organization
- Strong problem-solving drive, process improvement mindset, and high standards for accuracy, integrity, and accountability
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
