CRM Remote Service Support Manager

6 days ago

Macquarie Park, Australia Medtronic Full time

**Careers That Change Lives
**We have an exciting opportunity for an experienced CRM Remote Service Support Manager to join our Australia Remote Services Support team.

**A Day in the Life
**Reporting to the Technical Services Director, you will lead a team who provides the highest level of service, internally and externally, for the various components of administrative support to the CRM team (CL360, FocusOn, CLE, Carelink, general tablet support, SmartSync, MRI booking, CRM customer and patient calls)

**Key service components include, but are not limited to**:

- Carelink customer support (internal and external)
- General customer and patient support of CRM products (e.g. EMI queries, MRI bookings, hospital calls)
- Support of the remote service specialists, via Carelink, contract and tablet set-up support

**Key components of the role**:

- Responsible for the management of the Carelink 360/FocusOn Administration team, including selection, goal setting, feedback and coaching, performance management, development planning.
- Maintain and improve KPI’s/Metrics on the quality, accuracy and volume of service.
- Excellent understanding of all products and services supported.
- Key lead on new initiatives. This includes, but is not limited to, pilot and commercialisation of offshore Shared Service Centre support for the team, 3G Erosion project, ServiceNow system design, Cisco phone system improvements, MRI booking processes, CL360/FocusOn enrolment and consent, inbound and outbound communication continual improvement projects.
- Identify training and development plan for all team personnel. Determine training schedule, to have new team members fully functional within 3 months of hire. Ensure continuation training and development of experienced staff on a continual basis.
- Work closely with the Remote Services Manager (Technical review team), to maximise the quality, efficiency and balance of work across the whole Carelink 360/FocusOn service.
- Work closely with the RSS Team, and the Patient Management Product Manager to ensure the admin team work optimally with the field-based teams.
- Foster a culture of “continual improvement” in the Carelink 360/FocusOn admin team. Through use of Lean Sigma principles and projects, continually identify and execute efficiency gains to maximize the efficiency of the team. Work closely with IT to implement automation and robotic process automation where appropriate.
- Work across matrix to maximise teams impact (e.g. field, sales, finance, legal, quality, regulatory).
- Ensure that the Company’s agreed quality standards (including ISO13485) are maintained with regard to its products, procedures, policies, operations and customer contact.
- Expert in all Patient Management products (Carelink website, Carelink 360/FocusOn, Carelink Express, Carelink monitors, etc.) as well as all CL360/FocusOn Administrative processes

**POSITION RESPONSIBILITIES**:

- Run team meetings and 1 on 1’s with direct reports on a regular basis
- Support team leaders in ensuring, coaching, mentoring and training of less experienced employees
- Confidently deliver Carelink 360/FocusOn Admin presentations and training for customers and internal staff
- Deliver and facilitate superior product support to internal and external customers
- Follow up urgent issues to ensure that service delivery is to customers satisfaction
- Analyse/Measure inefficiencies (Service shortfalls) and recommend/act on data to ensure World Class Service to our Customers.
- Field staff and Customer communications when needed
- MMX/Complaint handling, and initiation of corrective action where applicable
- Actively monitor quality of the work being done by the team and report results
- Document control
- Comply with patient privacy regulations
- Work with legal when needed
- Ensure all accounts are set up properly, and consistent with current guidelines
- Ensure a safe working environment in accordance with the relevant Occupational Health and Safety (OH&S) legislation.
- Observe all health and safety policies and procedures and take all reasonable care that actions or omissions do not impact on the health and safety of others.
- Work within and actively promote Medtronic’s Mission, corporate strategies, policies, procedures and Code of Conduct.
- Comply with Medtronic’s Finance and Legal policies and procedures, respond to both Internal and External Audit enquiries in a timely manner, and ensure follow-up on Action Items to address Audit recommendations.

**Must-Have**:

- Minimum Degree Holder in Computing, IT, Business, Operations or Administration and equivalent.
- Proven experience/success leading/managing a call centre team
- Call centre workforce planning.
- Call centre optimisation (e.g. balancing support queues, tier based support)
- Project Management experience
- Computer literacy including sound knowledge of the MS Office suite of software

**Good to Have**
- Service Now super user skill set (e.g. Reporti

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