1+ months

Bilingual Product Support Rep. - Pipeline Talent

Brampton, ON L6V 2S8
Bilingual Product Support Rep. - Pipeline Talent


Brampton, Ontario, Canada

Requisition #:


Post Date:

Aug 04, 2020

This posting is intended to pipeline talent for potential future needs.

**Careers that Change Lives**

**Br** **ing your talents to a leader in medical technology and healthcare solutions.** **Rooted in our long history of mission-driven innovation, our medical technologies** **open doors.** **We support your growth with the training, mentorship, and guidance you need to own your future success.** **Join us for a career that changes lives.**

**A Day in the Life**

The Product Support Representative will be responsible for effectively supporting and educating our patients and medical professionals that use our diabetes pump, consumables, sensors and software. They provide technical assistance to our customers and ensure that troubleshooting is done based on the issue/inquiry mentioned with resolution in a timely manner.They are customer and quality oriented individuals aimed at serving all our customers with the utmost professionalism.

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

+ Responds to customer product inquiries, issues or malfunctions via telephone or chat sessions.

+ Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.

+ Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.

+ Documents customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development.

+ Provide product related information and assistance to patients and medical professionals using our medical devices to manage to their diabetes.

+ Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers.Determine customer issue or request and resolves inquiry/request exceeding customer expectations.

+ Provide troubleshooting and resolution associated with device functionality and capability. Logical sequence of troubleshooting based upon the customer stated issue including access and use of tools provided.

+ Accurately and concisely document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes).

+ Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).

+ Must be flexible to work various shifts (Business Hours Mon-Fri 10:30 am-10:00 pm) and (Sat-Sun 8:00 am-4:30 pm) to meet the needs of our customers.

+ Working from home an option once fully on-boarded and trained.

**Must Have: Minimum Requirements**

+ Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education.

+ Looking for 2, 4, 6 or 8 years of relevant experience.

+ Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.

+ Demonstrated ability to present information in a clear, concise and timely manner to customers experiencing medical emergencies.

+ Demonstrated competency strength: customer focus, service orientation, relationship building.

+ Ability to analyze customers needs and the desire to provide excellent solutions and services.

+ Proficiency in using a computer to navigate through multiple screens and programs at the same time in order to give and receive information.

+ Basic to intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.

+ Strong communication skill in English French are required. (Written/Oral).

**Nice to Have**

+ Experience working in the Healthcare industry.

+ Experience using SAP.

**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.

**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.

Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request, candidates with disabilities will be accommodated during the recruitment process.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.


Posted: 2020-08-06 Expires: 2020-10-11

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Bilingual Product Support Rep. - Pipeline Talent

Brampton, ON L6V 2S8

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