Customer Care Specialist - Service and Repair

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

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.

The role is opened to continue our daily milestone in serving our patients & partners and give them the highest level of support & partnership which is aligned with our daily mission to alleviate pain, restore health, and extend life by representing the company to external and internal customers. In this position, you are expected to be located in Istanbul.

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

• Established and productive individual contributor who provides administrative/clerical support to colleagues and external customers, answering and processing service requests and service-related questions via phone, e-mails or system
• Works independently on complex tasks, and may be responsible for leading daily operations
• Initiating projects/initiatives to improve customer experience/process efficiency, quality improvements and works with other stakeholders to achieve desired results both cross-functionally and across regions
• Contacts others to share information, status, needs and issues in order to inform, gain input, and support decision-making
• System administration of service requests in ServiceNow, SAP and Salesforce
• Makes or suggest adjustments in systems and processes to solve problems or improve department performance such as using reporting tools to identify process issues, opportunities to improve efficiency or reduce turn-around-time
• May support entry/maintenance of service contracts and identify and address commercial needs/opportunities to upsell
• Creating and investigating the Opportunities For Improvement (OFI) tool where customer expresses dissatisfaction, ensures timeline resolution and communication back to customers
• Deliver Customer Net Promoter Score (NPS) and Customer Effort Score (CES) targets to measure customer satisfaction
• Creates repair, maintenance and parts sales price quotations including follow-up
• Apart of above responsibilities other duties may be assigned.

Required Knowledge And Experience:

• Very Good Command in English / independent user (B2)
• Excellent communication, customer service and interpersonal skills 
• Strong organizational, coordination and follow-up skills
• Good command of MS Office
• Self-motivated and independent
• Reliable, quality coincident even under stress 
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour
• Team player, who can work in a fast-paced environment, copes with deadlines and manages simultaneously several tasks and maintains a positive and enthusiastic attitude
• 4+ years of relevant experience
• Bachelor’s degree.

Physical Job Requirements

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. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
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 career and life stage.
 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here