At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.

A Day in the Life

MAIN JOB DUTIES/RESPONSIBILITIES (may include the following and other duties may be assigned):
Represents company to external and internal customers answers product-related questions traces lost shipments interprets and clarifies customer orders for the shipping department takes orders or registrations and when necessary may connect customers to appropriate support or field staff.

May manage web-based ordering or registrations confers with management regarding customer credits returns goods for credit identifies quality assurance complaints and writes price differentials on mail orders.
May approve allocation of stock in short supply special price quotations and bids pricing allowances deductions and adjustments.
May manage inventories at customer facilities using EDI (electronic data interchange) forecasting replenishment and inventory systems focusing on stock and allocation issues to maximize service levels.
Responsible for reporting complaints and Adverse Drug Reactions (ADR)
Properly documents product complaints service request and inquiries generated by customers and/or Sales team.
Provides quotes for repair exchange service contracts and service parts answers warranty coverage related questions.
Possesses basic understanding and knowledge of products supported and service lines.
Direct complex technical issues to appropriate Medtronic personnel (Service Technicians Field Service Representatives or another proper person/department).
Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA.
Process all Service billing from work order to service contract and resolve disputes.
Track repair returns/calibration to Medtronic US factories/Third parties.
Coordinates with Technical Services to ensure regular maintenance or asset equipment
Contribute to the update and maintenance or work instructions and procedures as required
Process parts replenishment order for Service Center and Field Technicians.
Implement executed Service Contracts into SAP
Process Capital Order requiring installation for MedSurg businesses and coordinate delivery install schedule with Customer Territory Manager and Field Service Supervisor.
Identifies Planned Maintenance schedule and creates PM in SAP for the warranty or service contract duration.
Purchase departmental PPE test equipment fixture and tooling.
Serve as liaison for departmental vendor set up with QA.

Maintaining all departmental test equipment records and associate set up in SAP.
Proactively works with each Business Section & Planning to map out and review Asset Operations needs to support market share growth initiatives.
Establishes system to track and provide regular reporting on all asset placement to help improve on Cashflow objectives as well as provide timely report on overdue assets for Sales to action upon
Analyzes trial demo repair needs nationally and works with Service Repair Center to ensure a timely turnaround of company asset and customer repair
Implement executed contracts into contract management system (ACT)
MedSurg businesses support including all evaluation demo clinical trial (shipment and return management. Provides regular reconciliation of inbound vs outbound assets.

CAREER STREAM:
Individual contributors who provide organizational related support or service (administrative or clerical) for other members within the organization. The majority of time is spent in the delivery of support services or activities typically under supervision.
DIFFERENTIATING FACTORS:
Autonomy: Seasoned individual contributor who provides assistance and training to lower-level employees. Performs a wide variety of non-routine clerical and administrative tasks and may support special projects or assignments. Works under limited supervision.
Organizational Impact: Works to deliver day-to-day objectives with significant impact on achievement of results for the job area Work involves obtaining or providing information or data requiring some explanation or interpretation. Work consists of tasks that are typically not routine.
Innovation and Complexity: Makes minor changes in systems and processes to solve problems or improve effectiveness of job area. Expected to independently propose solutions to problems for manager review.
Communication and Influence: Communicates typically with internal and external contacts. Obtains and provides information on matters of moderate importance to the job area.
Leadership and Talent Management: Responsible for providing guidance coaching and training to other employees within job area.

Required Knowledge and Experience: Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education. Requires minimum of 4 years of relevant experience.

REQUIRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education.

JOB EXPERIENCE
Requires minimum of 4 years of relevant experience and minimum of high school diploma or equivalent.

SKILLS/COMPETENCIES
Experience in ServiceNow ServiceMax applications
Strong verbal and written communications skills
ERP system experience SAP
Thrive in a fast-paced work environment
Able to prioritize in a constantly changing environment.
Demonstrated ability to work effectively with cross-functional partners.
Strong ability to think analytically while being efficient in executing tasks tactically.
Strong organizational skills
Thorough in follow-ups
Ability to provide proactive solutions to customer issues
Proficient in Microsoft Office applications (Excel Access Word).
Ability to learn and retain advanced product process and policy information

DESIRED/PREFERRED QUALIFICATIONS
KNOWLEDGE/EDUCATION
College Diploma

SKILLS/COMPETENCIES

JOB EXPERIENCE
Experience working in a medical device or healthcare industry.

Fluency in French and English (verbal and written)

PHYSICAL JOB REQUIREMENTS
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers.

Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request candidates with disabilities will be accommodated during the recruitment process.

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.

Benefits & Compensation

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.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.

Learn more about our business mission and our commitment to diversity here