Business Solutions Expert - Remote, USA

We anticipate the application window for this opening will close on - 24 Feb 2025

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 LifeIn this exciting role as a Business Solutions Expert you will have responsibility for problem solving, handling escalations, and representing Customer Service in OU and strategic initiatives. This function is accomplished in a team-oriented environment where independent decision making and minimal supervision are the norm.  Must be results oriented, with the ability to multi-task and a readiness to adapt to changing business needs.

This is a fully remote role, but employees may be asked to report to a Medtronic facility based on business needs. Candidates must be located within driving distance of one of the US Customer Service facilities (Mansfield, MA, Jacksonville, FL, Memphis, TN, or Minneapolis, MN).

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

• Address difficult issues and is empowered to deliver results the right way
• Seek process improvements using data driven metrics
• Own issues from start to finish seeking solutions that meet the customer’s needs and timelines
• Seek diverse perspective and create relationships across the value stream
• Act as a subject matter expert in process improvement or process development activities
• Complete Root Cause Analysis for Service Complaints and identify opportunities for improvement
• Partner with the field, marketing, customer, etc. to solve re-occurring issues
• Perform all activities in compliance with the Quality System
• Provide choices for the best course of action through creative thinking and implement the action in high pressure situations situation
• Participate or lead initiatives across value stream to provide solutions to issues or business initiatives
• Partner with others to provide business requirements for enhancements or automation opportunities
• May require participating in User Acceptance Testing

Must Have: Minimum Requirements

• High school diploma or equivalent 
• Minimum of 10 years of relevant experience

Nice to Have

• Previous experience supporting Medtronic Customer Service Operations
• Ability to problem solve complex issues while maintaining a positive demeanor
• Experience with order processing in SAP
• Knowledge of company products, company functions, customer service, distribution, and/or service policies and procedures
• Strong knowledge of Customer Service process and tools
• Familiarity with ServiceNow; including report generation
• Ability to communicate complex problems in common knowledge
• Mentor others to documented processes
• Accountability to execute tasks independently and raise hand for help if needed
• Self-Driven individual who seeks out and suggests opportunities for improvement or standardization
• Ability to write clear and concise test scripts

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):$50,800.00 - $76,200.00

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

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program).

The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

Regular employees are those who are not temporary, such as interns.  Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.

Further details are available at the link below:

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.