Associate Customer Service Specialist For Medtronic

 


MAIN PURPOSE OF JOB

To enhance the Medtronic customer experience at every customer contact point. The role will be orientated between front office customer facing activities and back office administrative activities.  The role will encompass varied functions from speaking with customers directly, to drafting and issuing service documentation. The role will work closely with all aspects of technical service and at times the sales and marketing organisation.


MAIN JOB DUTIES/RESPONSIBILITIES


To provide an initial first point of contact for all incoming communications into the Technical Services Department. 

Open Jobs in the system and assign to relevant engineers

Providing communication with event team for tech trainings

Communicate with the Field Service team to assign field workload.

Follow up the S&R SOP, EHS and Quality Procedures

To support the trainer on the training materials

To raise the PO for the TS operation needs

Create Quotation

Create Invoices

Business reports management

General Administration duties required to enable the business to function

SP Replenishment

Trunk stock management

        Service Contract Management

Send & Receive the equipment 


JOB QUALIFICATIONS


Graduated from Business Administration or Public Relation.

WorkingInsert or remove bulleted list in a customer service environment

Experience using tools such as Word, Project, Excel, PowerPoint, Visio and/or Adobe Acrobat, and Internet search engines 

Ability to work remotely, with limited supervision.


JOB EXPERIENCE


Essential 


More than 2 years relevant experience in CS or similar position 

Typically resolves problems using existing  solutions

Business Telephone skills

Strong Arabic written and verbal communication skills. English language skill also highly desired

Passport or Visa allowing for worldwide travel 

Contributes to process improvements


Desirable


Experience in working in the hospital setting and knowing the organization of the different departments (procurement, theatre, service engineers etc.)

Familiar with ISO quality management systems

Working with Net Promoter score

Contract Management

Able to work in a team or on an individual basis.

Experience in SAP or similar systems

Have worked in an organization that drives customer intimacy through the use of systems such as Net Promoter Score philosophy and system and experience of using within the customer service sector.


SKILLS/COMPETENCIES


Customer Focus


Is dedicated to exceeding the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect. 


Business Acumen


Knows how business works. Knowledgeable in current and future practices and trends and information affecting the medical devices business. Is aware of the competition and how strategies and tactics work in the marketplace. Can identify business and commercialization opportunities and can sell.


Drive for Results


Can be counted on to exceed goals successfully. Steadfastly pushes self and others for results Able to communicate and drive the team to achieve goals. 


Problem Solving:


Uses rigorous logic and methods to solve difficult problems with effective solutions. Is excellent at honest analysis. Looks beyond the obvious and does not stop at the first answers.

 

Technical Learning


Naturally inquisitive with all things technical and seeks out technical challenges and comes to solid fixes. Seeks out opportunity to learn and develop.


Planning and priority setting:


Sets objectives and goals. Develops meticulous schedules and constantly reviews as other priorities arrive. Anticipates and adjusts for problems and roadblocks. Is not afraid to escalate to get resolution of roadblock. Identifies the critical few for self and others easily. 


Decision Making


Gather information, evaluate and act, make critical decisions effectively, often without full information. Review and update as required to ensure business performance continuity and  customer focus at  all times


Innovation


Constantly update knowledge of business, competitors and technology to identify opportunities to improve the value of the Covidien customer experience. Implement changes effectively and measure affects


Action Orientated 


Enjoys hard work. Is action orientated and full of energy for the things that he or she sees as a challenge? Not fearful of acting with a minimum of planning. Has the confidence to act. Gets on and seizes opportunity.


Time Management (includes Priority Setting / Delegation)


Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.


Conflict Management


Manage conflict in a positive manner by reading situations quickly, exercises focused listening and resolves issues quickly and fairly through co-operation.


Communication:

Ability to communicate effectively, show empathy. Strong listening skills and be able to manage difficult conversations.


Travel Required:  Flexibility to travel frequently, sometimes more than 5% of time - including frequent international travel 


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.


Additional Information

Posting Date: Oct 13, 2020

Travel: No

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