1+ months

Product Support Representative (12-month contract)

Brampton, ON L6V 2S8
Product Support Representative (12-month contract)


Brampton, Ontario, Canada

Requisition #:


Post Date:

Sep 16, 2021

**Careers that Change Lives**

Our space, the medical device, and the healthcare industry is rapidly changing. It always has been that way. With remote monitoring, wearables, robotics, AR/VR, telemedicine, and much more, agility and responsiveness are key to our success. Experience what its like to work at a company with an exciting product pipeline full of patented inventions driving innovation in the healthcare space.

Bring your talents to an innovative medical technology and healthcare solutions leader. We deliver with the training, mentorship, and guidance to build your future success.

**A Day in the Life**

The Helpline Product Support Representative III is responsible to effectively support and educate our patients and medical professionals that use our diabetes products. 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 and aim 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.

+ Acts as a liaison between sales personnel and technical staff.

+ Provide product-related information and assistance to patients and medical professionals using our medical devices to manage their diabetes. Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers. Determines 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.

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

**Must-Have: Minimum Requirements**

+ A minimum of 4 years of relevant experience is required.

+ 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.

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

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

+ 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 skills: English/French (required) (written and oral).

**Nice to Have**

+ Experience using SAP.

+ Experience working in the Healthcare industry.

**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 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 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 thats 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.

_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: 2021-09-21 Expires: 2021-12-26

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Product Support Representative (12-month contract)

Brampton, ON L6V 2S8

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