Customer Service Rep III

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

MAIN PURPOSE OF JOB

• The Customer Service Rep III/Technical Support Agent has a key role in supporting Medtronic’s service and repair strategy across all of our business sectors. The incumbent is responsible for providing the highest level of service to external and internal customers, while operating within company guidelines and ensuring that the needs of all customers are met in a timely, comprehensive manner.

• This position also plays an important role in supporting market share gain initiatives by ensuring our ability to supply to customers timely evaluation assets. The incumbent oversees the full eco-system of Asset Pool Operations across all Med Surg businesses at Medtronic Canada and will undertake to drive efficiency and the harmonization of Medtronic Canada Asset Management Model. Incumbent will ensure a consistent high standard in meeting customers' and Commercial Sectors' needs.

Furthermore, this position will develop asset deployment optimization initiative to track, flag and ensure return of overdue assets.

MAIN JOB DUTIES/RESPONSIBILITIES (may include the following and other duties may be assigned):

• Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.

• May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.

• May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.

• May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.

• Responsible for reporting complaints and Adverse Drug Reactions (ADR)

• Properly documents product complaints, service request and inquiries generated by customers and/or Sales team.

• Provides quotes for repair, exchange, service contracts and service parts, answers warranty coverage related questions.

• Possesses basic understanding and knowledge of products supported and service lines.

• Direct complex technical issues to appropriate Medtronic personnel (Service Technicians, Field Service Representatives, or another proper person/department).

• Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA.

• Process all Service billing from work order to service contract and resolve disputes.

• Track repair returns/calibration to Medtronic US factories/Third parties.

• Coordinates with Technical Services to ensure regular maintenance or asset equipment

• Contribute to the update and maintenance or work instructions and procedures, as required

• Process parts replenishment order for Service Center and Field Technicians.

• Implement executed Service Contracts into SAP

• Process Capital Order requiring installation for Med Surg businesses and coordinate delivery, install schedule with Customer, Territory Manager and Field Service Supervisor.

• Identifies Planned Maintenance schedule and creates PM in SAP for the warranty or service contract duration.

• Purchase departmental PPE, test equipment, fixture and tooling.

• Serve as liaison for departmental vendor set up with QA.

• Maintaining all departmental test equipment records and associate set up in SAP.

• Proactively works with each Business Section & Planning to map out and review Asset Operation's needs to support market share growth initiatives.

• Establishes system to track and provide regular reporting on all asset placement to help improve on Cashflow objectives as well…