Technical Support Representative III, Respiratory & Monitoring Solutions - Boulder, CO at Medtronic in Boulder, Colorado

Job Description:

Careers that Change Lives

We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader -that's why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.

A Day in the Life

In this exciting role as a Technical Support Representative III within Medtronic's call center environment, you will have responsibility for providing timely telephone support to customers while simultaneously entering data into the Medtronic Business System. Provides product and basic technical support in a positive and professional manner to both customers and end users. Interfaces with internal departments to meet job objectives and fulfill customer requirements.

Responsibilities may include the following and other duties may be assigned.

• Properly documents product complaints, service requests and inquiries generated by customers.
• Issues Return Goods Authorizations to return reported product for service and/or exchanges.
• Creates, coordinates, tracks and provides follow up for customers on Sales Orders.
• Escalates customer requests and issues for resolution when appropriate to a Technical Services Specialist.
• Stays up to date on and follows, all procedures related to the job which can affect the quality of products and services provided to customers.
• Possesses basic understanding and knowledge of products supported and service lines.
• Receives and processes fax, mail and/or on-line network inquiries.
• Reviews daily routine reports for accuracy of data entry.
• Contacts customers as follow up to open Return Goods Authorizations.
• Provides weekly updates of all open Orders and RGAs in order to properly close out any aged requests

Must Have: Minimum Requirements

• High school diploma or equivalent
• Minimum of 4 years of relevant experience

Nice to Have

• 2+ years call center experience providing technical support to customers.
• Able to communicate with customers about usage of products and handle conversations with customer regarding product failure or medical emergencies.
• Ability to communicate effectively via verbal and written forms.
• Ability to read and interpret documents such as procedures and product operating manuals.
• Able to prioritize and work efficiently while multi-tasking.
• Ability to work in a challenging, dynamic and schedule-shifting environment.
• Possesses basic computer skills with some experience in Word and Excel preferred.

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)