Patient Services Representative Diabetes

Careers that Change Lives

For our MiniMed Care team, we are looking for a Product Support Specialist who will provide timely, safe and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc.) regarding the use of Medtronic Diabetes products. In this position, you will resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions. It is our aim to exceed customer expectations when resolving inquiries/requests.

A Day in the Life

Main job duties/responsibilities include but are not limited to:

Therapy and Product Knowledge

• Using proficient disease and therapy knowledge to support customers

• Deliver safe and reliable customer service and product oriented technical support for Medtronic Diabetes customers

• Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets

Call Management

• Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories

• Ensure on or above-target compliance with call quality standards

• Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)

• Demonstrate empathy, patience and resilience while safely assisting customers

Troubleshooting & Quality Management

• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements

• Accurately and consistently document customer feedback and troubleshooting completed

• Ensure support and solutions provided are aligned with Department and Standard Operating Procedures

• Coordinate return flow for all Diabetes products for quality analysis

Core Elements

• Active and effective communication with customers, to record and present clear and concise information in a timely manner – both verbally and written

• Ability to handle high stress environment