Maintain and develop services with all customers by providing excellent clinical/technical support and education, ensure to meet or exceed defined targets while enhancing Medtronic’s reputation in the market. Plans and supports, technical and education programs with input from the Service/Sales Manager and other functional groups (e.g. sales, marketing, reimbursement, regulatory, clinical, education etc.), consistent with the Business Plan.
Main Job Duties / Responsibilities
Planning and execution of service support:
Provides implant support, including setting of devices, checking the functionality, etc. *
Provides technical support to the customers, both before and after the implant of the device.*
Provide Sizing & Planning upon customer request*
Provides troubleshooting support to field sales force and customers on request*
Participates in the development of employee and customer training/education programs.
Conducts training/education programs
Prepares education materials, plans, organizes and conducts training to customers (physicians, technicians and nurses) in collaboration with the sales team.
May also take over the role of a mentor to train new hires.
Participates in and supports regional events such as Conventions or Customer Events.
Supports Sales force during presentations to customers upon request.
Provides support (e.g. field action, programmer update, stock management, telemedicine, etc.)
May participate as a technical expert for product launches (Train the Trainer)
Keep close communication and collaboration with Sales Team and have a common account plan
*In accordance to Medtronic Guidelines
- Customer Relation Management
Builds trust, credibility and strong relationships with all stakeholders in the hospital and to Referrals.
Supports marketing and sales in launching new products and therapies.
Informs customers about clinical and economic benefits of these therapies based on scientific releases.
Coordinates and liaises with the Service Manager and Sales team before delivering services.
- Internal and administrative
Reports all account, market and competitive information and trends and metrics in a comprehensive, complete and timely fashion (SF.com database/APDR).
Reports immediately and accurately all negative customer or product related events (e.g., customer feedback, product and legal issues and risks etc.) via Product Information Reporting.
Carries out all administrative duties and all necessary reports in a timely and diligent manner, (i.e. car stock reports, stock movement etc.).
Attends all required regional and national meetings.
Medtronic policies and procedures related to Regulatory Affairs & Quality Assurance
Acts according to the Medtronic Compass and the Business Conduct Standards
- Mother tongue (Swiss-) German or French with fluent knowledge of the other languages (depending on working district), working knowledge of English
- Thorough knowledge of all business product lines and therapies
- 3 years experience in the medical (device) industry or in a hospital operation room environment preferred
- Degree in Electrical Engineering, Life-science, or another relevant, advanced degree.
- Knowledge of the competitive marketplace
- Previous training/education experience
- Nursing experienceor nursing/physicianassistant especially in the cath lab (Cardio Technician)
Skills / Competencies
Proven ability to operate in a matrix environment and work effectively with sales force, physicians, nurses and hospital technicians.
Demonstrated ability to work independently on projects/duties as well as contributing to a larger team.
Strong interpersonal and communication skills(written and verbal) at all levels of the organization.
Very flexible and willing for extensive travelling in Switzerland
Proven track record of good judgment. Demonstrated integrity and respect of peers/subordinates.
High attention to detail and accuracy
Ability to multitask
Full clean driver’s license
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.