Careers that Change Lives
Working as part of the Global Offer Development and Pricing systems Team is essential in our role towards our customers & patients and our commitment to the Medtronic mission to alleviate pain, restore health and extend life. Our P&C Systems Support team is a functional support team for our global pricing & contracting community. As part of the team, you are responsible for providing useful guidance to our end users in our pricing systems landscape (Vendavo Enterprise suite, SalesForce Pricing Requests and other emerging commercial enablement tools), to enhance system usage, drive corporate efficiency and improve user satisfaction. Where needed, you resolve our client's pricing & contracting system issues as quickly and accurately as possible by giving them instructions or by helping to restore system functionalities, leading to an end-to-end resolution process while adhering to strict SLAs.
A Day in the Life
We offer you a position where the following tasks are part of your daily work:
- Providing first level support for end users of Vendavo/SFDC/ Pros and other Pricing tools as they move under the support team, answer "how to" questions regarding the tools and standard processes.
- Interacting with internal and/or external teams to resolve (complex) system's issues.
- Communicating with end users in English by phone, mail.
- Providing remote user support resolving issues on customer's workstations.
- Performing tickets root cause analysis for recurring tickets, tracking and delivering upon agreed SLA's.
- Explaining new and current system's functionalities to end users (COEs, Sales, Finance).
- Delivering and/or Providing ad-hoc trainings on system and process capabilities to various stakeholders.
- Supporting Audit activities on quarterly basis where assistance is needed.
- Setting and maintaining knowledge bases on the tools and related processes.
Must Haves
- Bachelor's or master's degree with 3-5 years of experience in support desk or incident management
- Fluent English skills
- Affinity towards systems and technology
- Proven analytical and problem-solving skills with an anticipatory approach
- Intermediate to advanced SFDC skills
- Advanced Excel/Power Query skills
- Experience with Windows OS, MS Office, Service Now (or similar incident management tools) and remote support tools
Nice to Haves
- Additional language skills, preferable in Spanish/Portuguese/Mandarin/Japanese is a plus.
- Team player skills with strong attention to detail
- Multitasking skills with a can-do attitude
- Strong Collaborative skills and ability to work across time zones.
- Customer oriented attitude
- Process modelling skills (functional and operational) with experience in drawing and framing logical conclusions.
- A previous team supervisory role
We Offer
We offer a competitive salary and benefits package to all our employees:
- Flexible working environment
- Annual Incentive Plan % depending on company results.
- Pension scheme and group discount on healthcare insurance
- Training possibilities via Cornerstone /Skills Lab
- Employee Assistance Program and Recognize! (Our global recognition program)
About Medtronic
Bold thinking. Bolder actions. We are 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. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world. In everything we do, we are engineering the extraordinary.
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