Customer Service Rep II

Medtronic; Heerlen; Hybrid; EUR 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Home office option

Job summary

Medtronic is building a Flexible (hybrid) Customer Care office in Meerbusch, near Düsseldorf. The role focuses on guiding customers through service and repair processes and ensuring timely resolutions, with coordination across technicians, logistics, and other teams.

Candidates need strong German and English skills, and a customer-centric mindset. You will interact with health-care providers to support medical device repair, maintenance and uptime, while benefiting from a hybrid setup and

Qualifications

• Completed schooling with at least 2 years of customer service experience.
• Fluent German and English in speech and writing.
• Able to handle multiple priorities with high accuracy.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Experience following defined processes in an operational setting.

Responsibilities

• First point of contact for customers throughout service and repair.
• Handle service requests, quotes, orders and follow-ups.
• Work with service technicians, repair centers, logistics and other stakeholders.
• Manage customer escalations and complaints with timely resolutions.
• Support quality and regulatory compliance in a highly regulated environment.
• Contribute to process improvements and continuous improvement initiatives.
• Participate in projects, system improvements, and UAT to evolve tools and processes.

Skills

Customer service experience

German/English bilingual

MS Office (Outlook/Excel/Word)

Process adherence

Tools

SAP

Salesforce

Job description

Flexible Work Arrangement

Mollsfeld, Meerbusch, Germany

Warsaw, Mazowieckie, Poland

Heerlen, Limburg, Netherlands

Full time

R77358

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 95,000 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.

A Day in the Life

Da wir unsere neue interne Service & Repair Customer Care Organisation aufbauen, suchen wir Customer Care Representatives, die mit Leidenschaft exzellenten Service bieten und sich in einem dynamischen, schnelllebigen Umfeld wohlfühlen.

Dies ist mehr als eine traditionelle Kundenservice-Rolle. Sie werden zu einem vertrauenswürdigen Ansprechpartner für unsere Kunden und tragen dazu bei, dass medizinische Geräte so schnell und effizient wie möglich repariert, gewartet und wieder einsatzbereit gemacht werden. Ihre Arbeit unterstützt direkt Gesundheitsdienstleister und leistet somit einen wichtigen Beitrag zur Patientenversorgung.

Ihre Arbeit unterstützt direkt Gesundheitsdienstleister und trägt letztendlich zur Versorgung von Patienten bei.

Ganz gleich, ob Sie am Anfang Ihrer Karriere stehen, Erfahrung aus einem anderen Bereich mitbringen oder bereits ein erfahrener Customer-Care-Experte sind: Wir suchen Menschen mit einer kundenorientierten Denkweise, Neugierde, Eigenverantwortung sowie der Bereitschaft, zu lernen und sich weiterzuentwickeln.

Wir sind davon überzeugt, dass der persönliche Kontakt zwischen Mitarbeiter*innen innovative und qualitativ hochwertige Arbeitsergebnisse fördert. Zugleich wollen wir unseren Mitarbeiter*innen Flexibilität ermöglichen. Daher fällt diese Position in unser Flex (hybrides) Modell. Der primäre Arbeitsort ist das Medtronic Office in Meerbusch bei Düsseldorf. Dazu gibt es die

Möglichkeit, teilweise von der Heimatadresse aus zu arbeiten (Home Office). Dienstreisen werden nur in geringem Umfang erwartet und beschränken sich hauptsächlich auf Geschäftstreffen, Schulungen oder organisatorische Initiativen.

Verantwortlichkeiten umfassen, wie folgt:

• Erste Ansprechperson für Kunden während des gesamten Service- und Reparaturprozesses.

• Bearbeitung von Serviceanfragen, Angeboten, Aufträgen und Follow-up-Aktivitäten, um eine hervorragende Kundenerfahrung sicherzustellen.

• Enge Zusammenarbeit mit Servicetechnikern, Reparaturzentren, Logistikteams und weiteren internen Stakeholdern zur Lösung von Kundenanliegen.

• Bearbeitung von Kundeneskalationen, einschließlich produkt- und servicebezogener Beschwerden, sowie Sicherstellung einer zeitnahen Lösung und Nachverfolgung.

• Unterstützung von Qualitäts- und Compliance-Anforderungen in einem stark regulierten Medizintechnik-Umfeld.

• Mitwirkung an Prozessoptimierungen und kontinuierlichen Verbesserungsinitiativen.

• Beteiligung an Projekten, Systemverbesserungen und User Acceptance Testing (UAT), um die täglich genutzten Tools und Prozesse weiterzuentwickeln.

Erforderliches Wissen und Erfahrung:

• Abgeschlossene Schulausbildung und mindestens 2 Jahre relevante Berufserfahrung im Kundenservice, operativen Umfeld, Service-Support oder einem vergleichbaren Bereich.

• Verhandlungssichere Deutsch- und Englischkenntnisse in Wort und Schrift.

• Erfahrung im Umgang mit mehreren Prioritäten gleichzeitig bei gleichzeitig hoher Genauigkeit und Sorgfalt.

• Sicherer Umgang mit Microsoft-Office-Anwendungen, insbesondere Outlook, Excel und Word.

• Erfahrung in der Arbeit nach festgelegten Prozessen und Verfahren in einem operativen Umfeld.

Bevorzugte Qualifikationen

• Erfahrung in der Betreuung von Kunden im Gesundheitswesen, der Medizintechnik, den Life Sciences, der Fertigungsindustrie oder anderen regulierten Branchen.

• Erfahrung im Umgang mit ERP- oder CRM-Systemen wie SAP oder Salesforce.

• Kenntnisse einer weiteren europäischen Sprache.

• Erfahrung im Management von Kundeneskalationen oder komplexen Kundenanfragen.

• Erfahrung in Prozessverbesserungsinitiativen, Projekten oder User Acceptance Testing (UAT).

Werden Sie Teil unseres Teams

Gestalten Sie gemeinsam mit uns die Zukunft des Bereichs Service & Repair Customer Care bei Medtronic .

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.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Germany: 38,800.00 EUR - 58,200.00 EUR | Netherlands: 35,680.00 EUR - 53,520.00 EUR | Poland: 77,600.00 PLN - 116,400.00 PLN |

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

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 95,000+ 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.

We change lives . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.

We build extraordinary solutions as one team . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer . By bringing your ambitious ideas, unique perspective and contributions, you will…

• Build a better future, amplifying your impact on the causes that matter to you and the world

• Grow a career reflective of your passion and abilities

• Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest:

Experiences that put people first . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.

Life-transforming technologies . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.

Better outcomes for our world . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.

Insight-driven care . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) .

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