Sr Customer Service Specialist - Service & Repair North West Europe
Careers that Change Lives
In this position you’ll be a key member of the Equipment Services country leadership team, representing the voice of the customer care teams within their sub-region or country. We are looking for a candidate who will actively support the execution of strategy, application of technology and execution and improvement of Equipment Services End-to-End Customer Care processes. Therefor, you will be responsible to leverage best practice importation from other parts of the organization.
A Day in the Life
Your role will be an essential link between a strategic external service provider and Equipment Services country leadership plus supporting functions, supporting the service provider in their activity, managing and informing Equipment Services country leadership about performance, progress on initiatives, issues and similar matters.
You will leverage on and partner with a total perfofmance management team for KPI tracking, as well as insight generation of predictive complaints and smart scheduling to improve engineer efficiency and customer down time.
The focus of your team will be on case management as guided by the operating units and GTM strategy for a differentiated priority and escalation matrix. They will tie together tasks within a case to manage at that level.
You will also provides support and guidance to local service managers, commercial leadship, and extended leadership team on the execution and improvements in Medtronic Customer Care teams based in various countries, following up on open service orders and liasing with various stakeholders for resolution of issues.
You will play an important function in the ongoing evolution of the Customer Experience that Medtronic aims to deliver – acting as process owner and key stakeholder for various improvement initiatives, driving the application of technology and development of Customer Care resources and processes.
Your team will lead the development and deployment of our customer facing digital strategy for Equipment Services across all of EMEA.
Main job duties/responsibilities :
Review and prioritization of all open service orders utilizing data from Service Now with in-country management and Accenture team;
Case ownership and follow up for identified key and strategic accounts;
Proactive commmunication to operating units and customers on expected resolutions and service failures;
Owning, defining and transforming E2E customer journey and customer experience - from start to finish – an orchestrated sequence of touchpoints;
Allow all functions to focus their energy and resources on areas that have the greatest impact on the customer experience:
S&R Account management for Accenture:
Front office - emails/calls handling, complaint handling, order entry, organizing pick ups, Price Quotations, spare parts delivery, reverse issues;
Back office - invoicing, credit, debit, disputes, contract mgt in SAP.
Day to day cooperation with Service & Repair Country mgrs via local team;
SME for Center of Excellence ops team, OTC Value Streams (S&R, Returns, Vendor partnership, etc), Business units;
Accountable for Operational KPIs for Customer Care S&R;
Accountable for CSAT and NPS for S&R – CES.
Bachelor degree and minimum of 5 years of relevant experience or advanced degree with a minimum of 2 years of relevant experience;
Track record in managing and improving the operations, KPIs, process improvements and customer experience;
Track record in managing strategic accounts;
Superior communication skills – written, oral, phone, email, omnichannel;
Travel will be minimal;
Can be based within sub-region supported;
Ideally speaking English, Dutch + 1 other European language.
Nice to Haves
Typically you have mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function;
Vendor management experience is a plus.
In our 5th Tenet of our Mission we recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success.
Also a competitive package is of course part of that. We offer a competitive salary and benefits package to all our employees:
Flexible working environment;
Annual Incentive Plan % depending on company results;
Pension scheme and group discount on healthcare insurances;
Training possibilities via Cornerstone/Harvard Manage Monitor/GetAbstract;
Employee Assistance Program and Recognize! (our global recognition program).
Is this the position you were waiting for? Then please apply directly via the apply button!
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
Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 86,000 people worldwide, serving physicians, hospitals and patients in over 155 countries.
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your own career. Join us in our commitment to take healthcare Further, Together.