Product Support Rep II at Medtronic in San Antonio, Texas

Job Description:

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader -that's why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.
Career growth and development is about learning and stretching yourself to grow your expertise and navigate your career. Medtronic offers award-winning programs to accelerate your development and growth. Our size, scope and market leadership give you the chance to explore career opportunities -and grow as we grow. To learn more about how we support your journey Click Here

A Day in the Life

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

• This position is responsible for providing technical and customer service support, trouble shooting technical issues, and educating patients on our CareLink and/or LINQ products


• Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.


• Conduct follow up calls with patients and customers and research issues off line as needed.


• Accurately and concisely document patient and customer feedback and any troubleshooting completed during each call.


• Meet or exceed key performance and productivity such as quality, courtesy, expertise, and other metrics as defined by management.


• Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.


• Perform other duties as assigned.

• This role is a remote position within the San Antonio, TX area. Quarterly visits to our office will be required for training, teambuilding or other scheduled events.

Must Have: Minimum Requirements

• High school diploma or equivalent


• Minimum of 2 years of relevant experience

Nice to Have

• Ability to multi-task in a fast-paced environment


• Experience with interpersonal interactions with customers


• Experience in using a computer and multiple software programs


• High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.


• Ability to use multiple software programs and navigate through multiple screens and programs at the same time.


• Ability to read and follow flow diagrams and previous experience working with decision trees.


• Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions


• Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships


• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.


• Experience with customer resolution according to department protocols and requirements.


• Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.


• Strong written and verbal communication skills.


• Experience using Siebel and/or Service Now to identify patient records, document calls, and research patient history.


• Work experience in the medical device or medical industry.


• Knowledge of HIPAA and other FDA regulations.

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.

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.

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.

Salary ranges for U.S (excl. PR) locations (USD):$34,800.00 - $52,200.00

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

The starting base rate of pay for this position and location is $17.00 per hour. The base rate is applicable across the United States, excluding Puerto Rico and specific locations in California. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

Medtronic benefits and compensation plans

About Medtronic

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 90,000+ 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.

Learn more about our business, mission, and our commitment to diversity here .

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.

At Medtronic, most positions are posted on our career site for 3-7 days.