Customer Care Representative

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.

As we are building our new in-house Service & Repair Customer Care organization we are looking for Customer Care Representatives who are passionate about delivering exceptional services and who thrive in a fast-moving environment.

This is more than a traditional customer service role. You will become a trusted partner for customers helping ensure that medical devices are repaired maintained and returned to service as quickly and efficiently as possible. Your work will directly support healthcare providers and ultimately contribute to patient care.

Your work will directly support healthcare providers and ultimately contribute to patient care.

Whether youre starting your career bringing experience from another field or already an experienced customer care professional were looking for people with a customer-first mindset curiosity ownership and a willingness to learn and grow.

This position is based in Madrid in Spain and follows a hybrid work arrangement with a combination of office-based and remote work to cover Spain. Travel is expected to be minimal and primarily associated with business meetings training or organizational initiatives.

Primary Responsibilities

• Act as the primary point of contact for customers throughout the service and repair journey
• Manage service requests quotations orders and follow-up activities to ensure outstanding customer experience
• Collaborate closely with service engineers repair centers logistics teams and other internal stakeholders to resolve customer issues
• Handle customer escalations including product and service-related complaints ensuring timely resolution and appropriate follow-up
• Support quality and compliance requirements in a highly regulated MedTech environment.
• Contribute to process improvements and continuous improvement initiatives
• Participate in projects system enhancements and User Acceptance Testing (UAT) activities to help improve the tools and processes we use every day

Required Qualifications

• High School Diploma and 2 years of relevant experiencein customer service operations service support or a related environment
• Professional proficiency in English and Spanish both written and verbal
• Experience managing multiple priorities while maintaining a high level of accuracy and attention to detail
• Proficiency with Microsoft Office applications including Outlook Excel and Word.
• Experience working within established processes and procedures in an operational environment

Preferred Qualifications

• Experience supporting customers within healthcare medical technology life sciences manufacturing or other regulated industries
• Experience using Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems such as SAP or Salesforce
• Proficiency in an additional European language
• Experience managing customer escalations or complex customer inquiries
• Experience participating in process improvement initiatives projects or User Acceptance Testing (UAT) activities

Medtronic is committed to safeguarding the principle of non-discrimination in employment on the basis of sex sexual orientation or gender identity as set out in Article 14 of the Constitution and Articles 17 and 18 of the Workers Statute as well as Organic Law 3/2007 of 22 March on effective equality between women and men and Law 4/2023 for the real and effective equality of transgender people and the protection of LGTBI rights. This commitment applies to all company personnel without exception. This is done with the understanding and conviction that equal treatment and opportunities in the workplace must be guaranteed ultimately ensuring an inclusive working environment that advances the eradication of discrimination against LGTBI people and the absence of any direct or indirect discrimination on the grounds of sex sexual orientation gender identity and expression and those derived from maternity family obligations and marital status.

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: Spain: 24800.00 EUR- 37200.00 EUR

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