MAIN PURPOSE OF JOB (Brief Summary)

This position will have one or more of these areas of focus:
1) Patient Services

• Patient services: primary contact for English and French patient calls, general customer calls and web requests
• Customer relations functions: providing support for customers, in-house office staff and sales force

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2) Asset Management

• Overseeing programmer inventory and field allocations

3) Liaison with Clinical and Order Management

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MAIN JOB DUTIES/RESPONSIBILITIES (List most important duties)

Receive all incoming English and French patient calls, web requests and general customer calls

Provide information to patients regarding CRDM products including CareLink

Support to sales force, Regional Managers and Order Management services as a reference person

Provide support with programmer allocation, movement and repairs

Process patient orders for CareLink and Paceart: ordering, coordinate shipping, billing and warranties

Attend sales meetings and product launches as required

Special projects as assigned

Coordinate the programmer and accessories distribution, allocation and repair.

Partner with Minneapolis Marketing/Instrument groups.

Coordinate programmer software distribution/download

Heritage Program, Competitive Replacement Credits/Rebates, Therapy Upgrade Issue credits relating to marketing programs or contractual obligations

Issue and record special credits in conjunction with Marketing programs (Marquis Credit)

Other administrative duties include: Complete special access requests in SAP responding to donation requests

May participate in organizational committees

Work closely with the Clinical group for all clinical studies’ inventory requirements

Liaise with order management services and distribution departments to ensure process used to consign or handle returns is done according to appropriate department procedure.

Coordinate and process warranty credit for returned product. Coordinate and administer customer quality analysis letters. Manage business related activities pertaining to field advistories and recalls.

Other duties as assigned.

JOB QUALIFICATIONS

Requirements
( What is absolutely required to do this job)

Preferences

(Things that make it easier to do this job)

KNOWLEDGE/EDUCATION:

• Post secondary attendance in Business Administration
• College/University degree in Life Sciences or Bachelor of Science (Nursing or Hospital Technologist)

JOB EXPERIENCE:

• 3-5 years previous customer service experience and/or administrative support functions
• Bilingual French/ English**
• Experience in the medical field

SKILLS/COMPETENCIES:
Customer focus-promptly respond to customer requests, resolve issues

Computer experience with MS Office, especially excellent skills in MS-Excel

Ability to prioritize

Well organized

Ability to multi-task

Initiative

Positive mental attitude

Ability to problem solve

Advanced technical ability

Empathetic and patient-centric

• Knowledge of the leading customer service strategies
• Knowledge of Pacing and ICD products and procedures
• Knowledge and experience in evaluating customers service needs
• Previous experience in implementation and of value added programs
• SAP , AS400 experience
• Proven ability and capability with data analytics

Medtronic - 9 months ago