Medtronic Customer Service Team Supervisor with German in Warsaw, Poland

Customer Service Team Supervisor with German

Location:

Warsaw, Mazowieckie, Poland

Requisition #:

17000B48

Post Date:

Sep 14, 2017

Customer CareTeam Supervisor with German

Careers that Change Lives

Main purpose of the job is to 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.

A Day in the Life

We offer you a position where you will be responsible for:

  • Responsible for CS SharedService direct team performance of various therapies / countries and forthe service provided to customers

  • Responsible for teammanagement:

  • workforce organization andoverall communication

  • people management (performanceassessment, hiring, conflict management)

  • responsible for teamdevelopment (development plan, training and coaching)

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

  • Monitor daily reportsKPI, analyze trends, identify root causes and deploy corrective actions ifneeded

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

  • Develop and maintaintrustworthy relationship with all stakeholders (e.g. the CS FO Management,other functions and teams like Pricing, Inventory, OTD)

  • Serve as a preferred point ofcontact having the knowledge of all regulations/department standards, toolsand operating guidelines, and as first line of escalation for internal andexternal customers

  • Possesses extensive knowledgeon processes, tools or Business Unit requirements for specific market

  • Responsible for safe guardingthe documentation, performance and corporate quality standards

  • Support Ad Hoc requests

  • Take the lead and/or contributeto projects

Must Haves

JOB QUALIFICATIONS

KNOWLEDGE/EDUCATION

  • BachelorEducation

  • Englishlanguage skills at B2 level: spoken and written

  • B2 levelin German

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

  • Systemminded: MS package/ SAP system/ CISCO tools/ and FSCM

  • Solidknowledge of MDT processes, organization, tools incl. MOS methodology, productsethical standards

JOB EXPERIENCE

  • Min. 3years’ work experience

  • Experienceof working in multicultural environment is an advantage

  • Experiencein managerial role is an asset

  • In-depthknowledge of a country process is an asset

SKILLS/COMPETENCIES

  • Demonstratedability to work in cross functional teams

  • Strong organization and timemanagement skills

  • Ability to manage multiplepriorities and delegate when needed

  • Possesses excellent writtenoral communication skills

  • Understanding customer needs isa must (customer focus)

  • PossessesPeople management skills (considerable use of tact, diplomacy)

  • Result oriented

  • Ability to cope with stressfulsituation

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.

Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the

future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.