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Technical Services Manager


Mounds View, MN 55112
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Job Details

Technical Services Manager


Mounds View, Minnesota, United States

Requisition #:


Post Date:

Nov 23, 2020

**Careers That Change Lives**

We are seeking a strong, collaborative and patient-focused leader to join our Patient + Technical Services (PTS) team. As a **Technical Services Manager** , you will lead a team of device and therapy experts who specialize in technical support for devices that treat patients with heart failure and bradycardia.

We are seeking a strong, collaborative and customer-focused leader who will manage a team of Technical Services Specialists who provide education and technical support to patients, health care providers and Medtronic field staff, primarily through a call center. In this role, you will be responsible for daily operations, support and development for your team and collaborating across PTS and with key cross-functional stakeholders to contribute to a positive culture of engagement, inclusion and innovation that deliver exceptional experiences with every interaction.

_This role may be remote_

**A Day in A Life** (Day-to-Day Responsibilities):

+ Manage daily 24/7/365 operations to deliver exceptional service and technical expertise to customers, patients and Medtronic field staff in a timely and compliant manner.

+ Regularly assess and communicate operational performance, leverage data to identify and implement initiatives and/or actions to achieve KPIs (e.g. service levels, employee engagement, budget, etc.)

+ Provide input for department strategy, goals, objectives and projects.

+ Collaborate and communicate with various levels within PTS and the business to coordinate, develop and execute strategies to achieve short- and long-term objectives that maintain and improve systems, processes, products and services.

+ Participate in the development and implementation of policies, practices and standard operating procedures.

+ Recruit, retain, hire, develop, and coach staff.

+ Conduct performance reviews and 1:1s to guide performance management and development.

+ Support resolution of escalated customer concerns, which may include direct contact with patients and customers.

**Must Have Minimum Qualifications**

Requires a Baccalaureate degree and minimum of 5 years relevant experience, or advanced degree with a minimum of 3 years prior relevant experience.

**Nice to Have**

Demonstrated people competency skills including:

+ Experience implementing and/or managing an omni-channel contact center

+ Compliance and Regulatory knowledge and experience

+ Demonstrated ability to create a department culture and engage employees

+ Knowledge of cardiovascular portfolio products/therapies

+ DMAIC/lean six sigma problem-solving skills

+ Experience with contact center systems: Verint, Cisco, ServiceNow, Five9

**About Medtronic**

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. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

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. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
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.
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