Customer Service Specialist - Service & Repair

Flexible Work Arrangement

Watford, Hertfordshire, United Kingdom

Copenhagen, Hovedstaden, Denmark

Heerlen, Limburg, Netherlands

Full time

R72343

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

At Medtronic, our mission is to alleviate pain, restore health and extend life. Every day, healthcare professionals around the world rely on our technologies to care for patients.

As we build our new in-house Service & Repair Customer Care organization, we are looking for experienced Customer Service Specialists who combine operational expertise with a passion for continuous improvement.

This role is ideal for professionals who enjoy solving complex customer challenges, driving operational excellence, and helping teams succeed. While you will contribute to projects, process improvements, and system enhancements, you will also remain closely connected to day-to-day customer care operations and customer interactions.

Your work will directly support healthcare providers and ultimately contribute to patient care.

• Act as a subject matter expert and escalation point for complex customer cases and service-related issues

• Spend a significant portion of your time supporting daily customer care operations, managing customer requests, quotations, orders, escalations, and follow-up activities

• Partner closely with Customer Care Representatives, service engineers, repair centers, logistics teams, and other stakeholders to deliver an exceptional customer experience

• Drive continuous improvement initiatives by identifying process gaps, simplifying ways of working, and implementing sustainable solutions

• Participate in projects, system implementations, and User Acceptance Testing (UAT) activities to support business transformation and operational excellence

• Support quality and compliance requirements in a highly regulated Med Tech environment, ensuring adherence to company policies and regulatory standards

• Analyze operational performance, identify trends, and use data-driven insights to improve service quality and customer satisfaction

• Share knowledge, support onboarding and training activities, and help develop capabilities across the wider Customer Care team

• A bachelor's degree or equivalent higher education qualification

• Several years of experience in customer service, customer operations, service support, or a related environment

• Experience managing complex customer situations, escalations, or cross-functional processes.

• Strong analytical and problem-solving skills

• The ability to identify improvement opportunities and drive change in a structured way

• Excellent communication and stakeholder management skills

• A proactive mindset with the confidence to take ownership and influence others

• An interest in healthcare, medical technology, technical services, or regulated industries

• Professional proficiency in English. An additional European language is highly valued

• Experience with SAP, Salesforce, service management systems, quality processes, project work, or continuous improvement methodologies is beneficial

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.

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…