Technical Service Specialist, Neuromodulation – Remote (MN, USA)

Sales & Marketing Support       ·       Minnesota, United States       ·       Full time

Careers that Change Lives

The Patient and Technical Service Specialist provides information and product support for technical and non-technical aspects of Neuromodulation products for Deep Brain Stimulation, Spinal Core Stimulation, Targeted Drug Delivery, and/or Pelvic Health therapies. The specialist provides this comprehensive information to patients and their families, Medtronic field employees, other cross-functional business partners and occasionally healthcare professionals via telephone and written communications. The Patient and Technical Service Specialist is responsible for documenting customer contacts and potential complaints for trending and FDA reporting.

We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. 

A Day in the Life

• Responsible for providing contact center support at the times required by the business and defined by the weekly staffing schedule.
• Document all customer contacts utilizing the current procedures/work instructions for data collection and reporting.
• Deliver responses in a respectful manner consistent with Medtronic brand voice, demonstrating empathy, education and empowerment.
• Responsible for understanding and following corporate and functional business unit procedures as well as technical guidance documents.
• Must complete all required trainings on time.
• Responsible for escalating any identified gaps in process or product information necessary to respond to customer contacts.
• Provide accurate technical and non-technical information to callers as well as cross-functional and international partners within Medtronic.
• Perform other job-related functions as requested by the business.
• Maintain knowledge of Neuromodulation past, present and future products and services.
• Actively participate in process improvement.
• Adhere to HIPPAA and applicable privacy laws and regulations.

This role is a work-from-home role that is based out of our Minneapolis, MN facility. Candidates must be capable of traveling to the Minneapolis, MN office depending on needs of the business. 

Must Have: Minimum Requirements

• Bachelors degree required
• Minimum of 2 years of relevant experience, or advanced degree in lieu of experience

Nice to Have

• 3+ year of Call Center or Customer Service experience
• Neurological anatomy and physiology knowledge
• Neuromodulation and cross business product knowledge (including spinal cord stimulation system, deep brain stimulation, pelvic health stimulation, targeted drug delivery)
• Demonstrated experience in regulated environment
• Medical Device product knowledge
• Knowledge of FDA/GMP/MDR device regulations
• Advanced verbal and written communication skills
• Analytical/problem solving skills/experience
• Time management skills
• Demonstrated ability to utilize computer and telephone efficiently
• Clinic and/or hospital experience
• Technical Support experience

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)

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