Customer Care Process Support Specialist

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain restore health and extend life. Our 95000 employees work across more than 150 countries to put patients first developing innovative medical technologies that improve the lives of 72 million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose growth and impact.

Customer Service specialist role combining day-to-day operational support with structured contribution to customer enablement escalation follow-up problem solving process documentation and adoption of digital tools within an assigned scope.

The Customer Care Process Support Specialist manages customer and stakeholder requests including non-standard inquiries incidents complaints escalations and service issues in line with established procedures and escalation addition to case management the role contributes to customer enablement escalation follow-up and problem solving by identifying recurring issues organizing relevant information and supporting practical improvements within the team.

The role uses frontline experience customer feedback and operational data to support root cause analysis knowledge management process documentation standardization and adoption of digital or AI-assisted tools. It works with Customer Care colleagues team leads and cross-functional partners escalating decisions or risks that fall outside its defined authority.

To deliver reliable Customer Care support and contribute to a more consistent proactive and digitally enabled service model. The role supports three priorities within an assigned scope: helping customers use available channels and solutions effectively improving visibility and follow-up of escalations and contributing to fact-based problem solving and process improvements.

• Manage customer and internal stakeholder requests across the appropriate channels including phone email and shared platforms.
• Handle non-standard inquiries incidents complaints order-related questions delivery follow-ups and service issues within established processes and authorization limits.
• Document interactions actions and resolution status accurately in relevant systems and trackers ensuring data quality and confidentiality.
• Coordinate with relevant internal teams to progress requests and escalate decisions commitments or risks outside the roles authority.

• Support the intake documentation monitoring and follow-up of complaints incidents and sensitive cases according to applicable procedures.
• Identify urgent recurring or higher-impact issues and escalate them to the appropriate owner.
• Provide clear and timely updates on case status agreed actions and next steps.
• Maintain visibility of recurring patterns and contribute information to reviews and follow-up actions led by the relevant process or team owner.

• Review operational data customer feedback KPIs and recurring issues to identify process gaps rework and documentation needs.
• Contribute to structured problem solving and root cause analysis by gathering facts mapping process steps and documenting findings.
• Update work instructions process notes knowledge content and agreed ways of working for the assigned scope.
• Support implementation and follow-up of practical corrective or preventive actions defined with the team lead or process owner.

• Use Excel trackers dashboards and Customer Service platforms to monitor workload recurring issues service trends and agreed actions.
• Support customer and team adoption of approved digital automation and AI-assisted solutions by providing practical guidance and collecting feedback.
• Share relevant findings and agreed practices with colleagues in other teams or countries when requested.
• Test new tools or working methods within a defined scope and report outcomes limitations and improvement suggestions to the appropriate owner.

• Collaborate with Customer Care colleagues team leads and cross-functional partners to resolve issues and support operational priorities.
• Communicate risks blockers and improvement ideas clearly and in a timely manner.
• Share process knowledge and support onboarding through established materials and agreed practices.
• Contribute as a team member to selected process tool or change initiatives without formal project ownership or people leadership.

We are looking for a customer-oriented proactive and structured professional with relevant Customer Care experience and the ability to manage non-standard situations with sound judgment. The ideal candidate combines strong service fundamentals with analytical thinking clear communication and confidence in using data and digital tools. They are comfortable contributing to improvement activities while operating within established priorities processes and governance.

• Relevant Customer Care or service operations experience with working knowledge of customer-facing workflows.
• Ability to manage non-standard inquiries incidents complaints and escalations professionally within defined procedures.
• Strong attention to detail in case documentation follow-up customer communication and data accuracy.
• Ability to create and update clear process notes work instructions knowledge content or onboarding materials.
• Customer-focused communication style with empathy clarity and appropriate expectation management.
• Analytical mindset and ability to interpret operational data KPIs and recurring patterns.
• Good Excel skills and confidence using trackers reporting files and standard digital tools.
• Working knowledge of problem-solving root cause analysis and process documentation principles.
• Ability to coordinate activities with internal stakeholders and escalate when decisions fall outside the assigned scope.
• Curiosity and openness to automation self-service and AI-assisted ways of working.
• Professional integrity confidentiality accountability and a practical continuous improvement mindset.
• Fluent Italian and strong English proficiency sufficient to interact with international stakeholders and contribute to documentation.

• Experience with complaint handling incident management escalation follow-up or complex Customer Service cases.
• Exposure to Lean RCA A3 or similar structured problem-solving approaches.
• Experience with Power BI dashboards SAP workflow tools or Customer Service platforms.
• Experience supporting process documentation knowledge management onboarding or small improvement initiatives.
• Awareness of automation GenAI and self-service opportunities in Customer Care environments.

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.

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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.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Italy: 39200.00 EUR- 58800.00 EUR

The final salary within this range will be determined based on objective job-related criteria including relevant experience skills and qualifications in accordance with our compensation framework.

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