Ultime informazioni sul lavoro da Medtronic per la posizione di SENIOR CUSTOMER SERVICE SPECIALIST. If the SENIOR CUSTOMER SERVICE SPECIALIST vacante in Italia corrisponde al tuo profilo, invia il tuo CV aggiornato direttamente tramite il portale Jobkos.
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A Day in the LifeAt the heart of the Service & Repair Customer Care transformation lies a simple but powerful belief: technology is only truly effective when guided by people who care. We are building a team where every individual is welcomed, empowered, and inspired to grow—professionally and personally—creating connections that transcend cultures and roles.We are establishing the Prima S&R Lab in Italia to elevate our operating model and drive process excellence across multiple countries. As a Principal Customer Care Specialist, you will play a critical role in fostering accountability, harmonizing global practices, managing Paese‐specific requirements with agility and compliance, and unlocking efficiencies through digitalization and data‐driven decision-making.This is a senior, high‐impact role where you will shape operational standards, drive quality, enable knowledge, and mentor teams, promoting performance, trust, inclusion, and growth.Responsibilities Ensure compliance and operational alignment through Customer Care documentation: review, update, and standardize QMS documents to reflect enterprise requirements, organizational updates, and new product or process changes.Drive operational excellence in Customer Care processes and system workflows: identify inefficiencies, facilitate improvement workshops, implement actionable enhancements, and ensure consistent, compliant, and high‐quality customer experiences across regions.Enable high‐quality knowledge and insights: collaborate with the Knowledge & Change Management Principal to ensure timely, accurate, and non‐redundant information is available on digital platforms, supporting consistent execution of Customer Care processes.Harmonize cross‐regional processes: partner with EMEA Service & Repair teams and Italian stakeholders to test, validate, and align processes, ensuring best practices, smooth adoption, and successful rollouts across countries.Drive data‐informed decisions and CAPA initiatives: leverage control tower dashboards to monitor KPIs, identify trends, lead root‐cause analyses, manage OFI/ CAPAs, and resolve customer service/product complaints to improve performance and customer satisfaction.Lead high‐impact projects and foster a patient‐Prima culture: design and implement initiatives using insights from customer feedback and data analysis to prioritize patient needs, deliver actionable improvements, and mentor team members to build capabilities and reinforce a culture of caring.Ensure compliance with relevant regulatory and quality requirements during the fulfillment of customer requests, maintaining audit readiness and supporting documentation as required.Might directly manage and execute UAT, intake, assessment, and resolution of customer requests, ensuring all tasks are completed within established service timelines.Collaborate on training and performance insights: work closely with the Training, Knowledge & Change Management Principal to provide Customer Care Representatives with targeted training and actionable insights derived from quality checks, dashboards, and management review, closing gaps and improving outcomes. Background of 8+ years in Customer Service or Quality/Process Improvement; also considered: bachelor's degree and 4+ years, or equivalent experience totaling 8+ years.Proficient in English: Advanced English (C1 level or higher).Change Enablement & Continuous Improvement: strong analytic skills to support system and process transformations, simplify complexity, and drive sustainable operational excellence while effectively engaging stakeholders at all levels.Coaching & Development: experience leading projects and delivering high‐quality, on‐time deliverables; Customer & Caring Mindset: strong passion for customer and patient experience, quality, and service excellence, with a commitment to foster a culture of caring, inclusion, and collaboration. Experience and ToolsExperience in Customer Care is highly valued. Familiarity or mastery in tools such as ServiceNow, Salesforce, and SAP is a strong advantage, especially when paired with a process‐oriented mindset.This Posizione is eligible for a short‐term incentive called the Medtronic Incentive Plan (MIP).#
Info sul lavoro:
Azienda: Medtronic
Posizione: SENIOR CUSTOMER SERVICE SPECIALIST
Luogo di lavoro: Italia
Paese: IT
Come inviare la candidatura:
Dopo aver letto e compreso i criteri e i requisiti minimi indicati nelle informazioni sull'offerta SENIOR CUSTOMER SERVICE SPECIALIST at the office Italia sopra indicato, prepara immediatamente i documenti necessari come lettera di presentazione, CV, copia del titolo di studio e altri allegati. Invia tramite il link Pagina Successiva qui sotto.
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