Product Support Rep - French Bilingual

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.

About the Role

A Day in the Life

Our Global Diabetes Capability Center in Pune is expanding to serve more people living with diabetes globally. Our state-of-the-art facility is dedicated to transforming diabetes management through innovative solutions and Technologies that reduce the burden of living with diabetes.

This position is an exciting opportunity to work with Minimed's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.
#BetterDaysStartNow

About the job

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.

A Day in the Life
Our Global Diabetes Capability Center in Manila is expanding to serve more people living with diabetes globally. Our state-of-the-art facility is dedicated to transforming diabetes management through innovative solutions and Technologies that reduce the burden of living with diabetes.

About the Role

The Product Support Representative - French/English Bilingual is responsible to effectively support and educate our patients and medical professionals that use our diabetes products. They provide technical assistance to our customers and ensure that troubleshooting is done based on the issue/inquiry mentioned with resolution in a timely manner. They are customer and quality oriented and aim at serving all our customers with the utmost professionalism. They will be trained to be subject matter experts in the areas of Insulin Pumps, CareLink and Continuous Glucose Monitoring.

#BetterDaysStartNow

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

• Responds to customer product inquiries, issues or concerns primarily via telephone and/or other channels.

• Troubleshoots customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommends corrective action.

• Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.

• Accurately documents customer information, troubleshooting, and/or recurring product issues to support product quality programs and product development.

• Responsible for reporting complaints and Adverse Medical Events

• Provide product related information and assistance to patients and medical professionals using our medical devices to manage their diabetes. Troubleshoot and resolve technical support inquiries and issues via phone and e-mail from customers. Determines customer issue or request and resolves inquiry/request exceeding customer expectations

• Provide troubleshooting and resolution associated with device functionality and capability. Logical sequence of troubleshooting based upon the customer stated issue including access and use of tools provided.

• Accurately and concisely document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams.

• Participate in continuing education programs/sessions to remain abreast of product knowledge (both existing and new products).

Required Knowledge and Experience:

• Proficient in both French and English

• Related experience in customer care, helpline or patient support, in a Customer Care and/or Technical Support capacity experience is preferred.

• Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.

• Demonstrated ability to present information in a clear, concise and timely manner to customers experiencing medical emergencies

• Ability to analyze customers' needs and the desire to provide excellent solutions and services.

• Demonstrated competency strength: customer focus, service orientation, relationship and retention building.

• Proficiency in using a computer to navigate through multiple screens and programs at the same time in order to give and receive information.

• Basic to intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.

• Applicants must be willing to work in BGC, Taguig City (Hybrid).

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.

Benefits & Compensation
MiniMed offers a competitive salary and flexible benefits package

At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed
We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey - meeting them where and how they need it.

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.

Benefits & Compensation

MiniMed offers a competitive salary and flexible benefits package

At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed

We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey - meeting them where and how they need it.