Customer Care Process Support Specialist

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the LifeCustomer Service specialist role combining day-to-day operational support with structured contribution to customer enablement, escalation follow-up, problem solving, process documentation and adoption of digital tools within an assigned scope.The Customer Care Process Support Specialist manages customer and stakeholder requests, including non-standard inquiries, incidents, complaints, escalations and service issues, in line with established procedures and escalation paths. In addition to case management, the role contributes to customer enablement, escalation follow-up and problem solving by identifying recurring issues, organizing relevant information and supporting practical improvements within the team. The role uses frontline experience, customer feedback and operational data to support root cause analysis, knowledge management, process documentation, standardization and adoption of digital or AI-assisted tools. It works with Customer Care colleagues, team leads and cross-functional partners, escalating decisions or risks that fall outside its defined authority. MissionTo deliver reliable Customer Care support and contribute to a more consistent, proactive and digitally enabled service model. The role supports three priorities within an assigned scope: helping customers use available channels and solutions effectively, improving visibility and follow-up of escalations, and contributing to fact-based problem solving and process improvements. Key responsibilities1. Customer Service operations and end-to-end case follow-upManage customer and internal stakeholder requests across the appropriate channels, including phone, email and shared platforms. Handle non-standard inquiries, incidents, complaints, order-related questions, delivery follow-ups and service issues within established processes and authorization limits. Document interactions, actions and resolution status accurately in relevant systems and trackers, ensuring data quality and confidentiality. Coordinate with relevant internal teams to progress requests and escalate decisions, commitments or risks outside the role’s authority. 2. Customer escalation, complaints, incidents and recurring issue visibilitySupport the intake, documentation, monitoring and follow-up of complaints, incidents and sensitive cases according to applicable procedures. Identify urgent, recurring or higher-impact issues and escalate them to the appropriate owner. Provide clear and timely updates on case status, agreed actions and next steps. Maintain visibility of recurring patterns and contribute information to reviews and follow-up actions led by the relevant process or team owner. 3. Problem solving, process documentation and knowledge managementReview operational data, customer feedback, KPIs and recurring issues to identify process gaps, rework and documentation needs. Contribute to structured problem solving and root cause analysis by gathering facts, mapping process steps and documenting findings. Update work instructions, process notes, knowledge content and agreed ways of working for the assigned scope. Support implementation and follow-up of practical corrective or preventive actions defined with the team lead or process owner. 4. Customer enablement, digital adoption and AI-oriented ways of workingUse Excel, trackers, dashboards and Customer Service platforms to monitor workload, recurring issues, service trends and agreed actions. Support customer and team adoption of approved digital, automation and AI-assisted solutions by providing practical guidance and collecting feedback. Share relevant findings and agreed practices with colleagues in other teams or countries when requested. Test new tools or working methods within a defined scope and report outcomes, limitations and improvement suggestions to the appropriate owner. 5. Collaboration, onboarding support and knowledge sharingCollaborate with Customer Care colleagues, team leads and cross-functional partners to resolve issues and support operational priorities. Communicate risks, blockers and improvement ideas clearly and in a timely manner. Share process knowledge and support onboarding through established materials and agreed practices. Contribute as a team member to selected process, tool or change initiatives without formal project ownership or people leadership. Candidate profileWe are looking for a customer-oriented, proactive and structured professional with relevant Customer Care experience and the ability to manage non-standard situations with sound judgment. The ideal candidate combines strong service fundamentals with analytical thinking, clear communication and confidence in using data and digital tools. They are comfortable contributing to improvement activities, while operating within established priorities, processes and governance. Required competenciesRelevant Customer Care or service operations experience, with working knowledge of customer-facing workflows. Ability to manage non-standard inquiries, incidents, complaints and escalations professionally within defined procedures. Strong attention to detail in case documentation, follow-up, customer communication and data accuracy. Ability to create and update clear process notes, work instructions, knowledge content or onboarding materials. Customer-focused communication style, with empathy, clarity and appropriate expectation management. Analytical mindset and ability to interpret operational data, KPIs and recurring patterns. Good Excel skills and confidence using trackers, reporting files and standard digital tools. Working knowledge of problem-solving, root cause analysis and process documentation principles. Ability to coordinate activities with internal stakeholders and escalate when decisions fall outside the assigned scope. Curiosity and openness to automation, self-service and AI-assisted ways of working. Professional integrity, confidentiality, accountability and a practical continuous improvement mindset. Fluent Italian and strong English proficiency, sufficient to interact with international stakeholders and contribute to documentation. Preferred experience and knowledgeExperience with complaint handling, incident management, escalation follow-up or complex Customer Service cases. Exposure to Lean, RCA, A3 or similar structured problem-solving approaches. Experience with Power BI, dashboards, SAP, workflow tools or Customer Service platforms. Experience supporting process documentation, knowledge management, onboarding or small improvement initiatives. Awareness of automation, GenAI and self-service opportunities in Customer Care environments. 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. ‌ ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, cli