Medtronic Customer Service Supervisor in Warsaw, Poland

Customer Service Supervisor


Warsaw, Mazowieckie, Poland

Requisition #:


Post Date:

Jun 19, 2017

MAIN PURPOSE OF THE JOB Ensure day-to-day performance through direct supervision of the CS Shared Service Representatives. Make sure the team is at the highest performing standards by taking the responsibility and leading them for goal setting, training developing, performance management. The Supervisor SSC has a strong focus on quality assurance, customer satisfaction and performance metrics by executing on the existing plan as well as designing and implementing processes to improve efficiencies while ensuring all compliance are being strictly adhered.


  1. Identifying potential of promotion inthe team

Critical prerequisites to discuss development to the role of Supervisor:

  • Seniority min 2,5 years in Medtronic, (exceptionsto required experience, e.g. previous managerial experience, need to bebusiness justified, put down into an e-mail and approved by respective Managerand HR representative)

  • Promotion to Supervisor is only possiblefrom Sr or Coordinator’s position

  • All goals set on current level are ontrack, achieved and/or exceeded and the record of past achievements is positivei.e. goals achieved and/or exceeded (documented in workday – productivity,quality, behaviors in leadership expectations)

  • Being a role model in terms of ethicalbehavior (punctuality, respected breaks, respectful attitude towards colleaguesand Supervisors, ability to motivate, engage and inspire/influence, promotecollaboration and sense of teamwork)

  • Demonstrating capability to be a peopleleader (e.g. leading project groups or team initiatives)

  1. Process of development into CSSupervisor role
  • On a 1-2-1 / mid-year review /development conversation / performance review the employee clearly shows andstates interest in development into supervisory position

  • Job description to be provided to theemployee as a base to discuss further steps

  • The employee evaluates his strengths anddevelopment areas based on the Supervisor job description and presents aproposal of development plan to the Supervisor or Manager on the next 1-2-1conversation

  • Detailed Development Plan withtimeframes to be reviewed, aligned and approved by the SV/Manger, placed intoworkday by the employee

  • Development plan actions tracked inWorkday by the employee and regularly reviewed with the SV/Manger on 1-2-1meetings

  1. Finalizingof the development into Supervisor role

  2. Successful finalizing of the developmentplan makes the candidate eligible for the Supervisor position

  3. Supervisor and Manager take decision ofthe candidate if ready to take assessment

  4. Assessment to be scheduled – Supervisor,Manager and/or HR representative


  • Responsible for CS Shared Service directteam performance of various therapies / countries and for the service providedto customers

  • Responsible for team management:

  • workforceorganization and overall communication

  • peoplemanagement (performance assessment, hiring, conflict management)

  • responsiblefor team development (development plan, training and coaching)

  • Make sure SLA’s are up to date, fulfilledset priorities

  • Monitor daily reports KPI, analyzetrends, identify root causes and deploy corrective actions if needed

  • Identify process improvementopportunities and lead the team to implement improvements together with FOmanagement SSC Experts

  • Develop and maintain trustworthy relationshipwith all stakeholders (e.g. the CS FO Management, other functions and teamslike Pricing, Inventory, OTD)

  • Serve as a preferred point of contacthaving the knowledge of all regulations/department standards, tools andoperating guidelines, and as first line of escalation for internal and externalcustomers

  • Possesses extensive knowledge onprocesses, tools or Business Unit requirements for specific market

  • Responsible for safe guarding thedocumentation, performance and corporate quality standards

  • Support Ad Hoc requests

  • Take the lead and/or contribute toprojects



  • Bachelor Education

  • English language skillsat B2 level: spoken and written

B2 level in any additional languages including one/two of the primary countries covered

  • Business acumen (e.g.customer care, shared service, medical industry)

  • In-depth knowledge of acountry process is an asset

  • System minded: MSpackage/ SAP system/ CISCO tools/ and FSCM

  • Solid knowledge of MDTprocesses, organization, tools incl.MOS methodology,

products ethical standards


  • Min. 3 years’ workexperience

  • Experience of workingin multicultural environment is an advantage

  • Experience inmanagerial role is an asset


  • Demonstrated ability towork in cross functional teams

  • Strong organization andtime management skills

  • Ability to managemultiple priorities and delegate when needed

  • Possesses excellentwritten oral communication skills

  • Understanding customerneeds is a must (customer focus)

  • Possesses Peoplemanagement skills (considerable use of tact, diplomacy)

  • Result oriented

  • Ability to cope with stressfulsituation

DISCLAIMER The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.