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
