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.

A Day in the Life

Responsibilities may include the following and other duties may be assigned:

• Lead coach and develop a diverse remote team of experienced technical service specialists; manage performance objectives resource planning engagement and talent development.
• Oversee timely and traceable intake triage troubleshooting and documentation of customer and internal support requests in the relevant systems and complaint-handling handoffs where applicable.
• Ensure high-quality remote technical advice across CRM implanted devices and leads pacemakers ICDs CRT systems instruments and legacy programmers LINQ/LMM diagnostics CareLink Network SmartSync CRM/Teneo and related remote-monitoring workflows.
• Drive consistent phone and email support operations including formal support channels shared inboxes first-contact information standards phone handling and scalable knowledge resources
• Manage product concerns technical escalations and de-escalations in close partnership with Technical Consultants/Sales/marketing Country/OU partners Released Product Engineering CQES and BeConnected
• Translate support trends into continuous-improvement actions with attention to CRM request drivers such as STD/EGM analysis medical procedures/EMI questions impedance or oversensing topics longevity estimation resets connectivity and CareLink/ SmartSync
• Strengthen CRM knowledge management in structured ways
• Support CRM product launches
• Define monitor and improve operational and quality performance through clear KPIs/SLAs including service availability response quality documentation quality complaint-handling discipline and audit readiness.
• Prepare for and support internal/external audits inspections Field Corrective Actions and compliance-related activities within the CRM Technical Services scope.

Required Knowledge and Experience:

• Bachelors degree in engineering (biomedical/electrical/mechanical) biomedical science or equivalent technical discipline with a proven technical track record
• A minimum of 5 years of people management experience
• Strong understanding of operational management approaches such as work scheduling prioritization coaching quality management and process execution
• Experience working in a technical service field service contact center or product support environment
• Excellent communication skills
• Fluent language skills in English
• You are a clear people leader who enjoys developing a diverse technically oriented team and is comfortable managing a hybrid-working team.

Experience in the medical device industry or another regulated technical support environment is considered an asset as is prior work in a contact center remote technical support field service or other customer-facing service setting. Candidates with strong analytical and problem-solving skills particularly those who have used data to identify trends and drive process improvements will be highly valued. Proficiency in Dutch or another European language is also a plus.

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.

Recruitment Fraud Alert

We are aware of phishing scams targeting job seekers. Please keep the following in mind:

Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @ email addresses.

Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate.

If you receive a suspicious message claiming to be from Medtronic do not respond click links or open attachments.

If you have any questions concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic please contact us immediately at .

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.