Product Support Rep IV
About The Position
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 At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. It is open to candidates within the United States. We are seeking a Product Support IV / Team Lead to join a mission driven team focused on supporting U.S. veterans and the clinicians, caregivers, and VA staff who care for them. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes.
Requirements
- Minimum of 8 years of relevant work experience (college degree not required).
Nice To Haves
- Experience working with veterans, healthcare systems, or government clients
- Experience supporting healthcare, medical devices, or regulated products
- Demonstrated comfort handling high-volume phone-based customer interactions.
- Ability to communicate effectively with both clinical and non-clinical audiences.
- Experience supporting healthcare, medical devices, or regulated products
- Familiarity with knowledge base tools (e.g., Confluence or similar platforms)
Responsibilities
- Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel.
- Support, mentor, and train other members of the product support team.
- Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions.
- Apply strong interpersonal skills and product knowledge to effectively respond to and resolve customer inquiries.
- Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts.
- Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues.
- Escalate unresolved or advanced technical issues to team leads or senior support resources as needed.
Benefits
- 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
- Simple Steps (global well-being program)
- 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)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
