• Provide first line technical assistance • Complaint handling and problem resolution • Triage calls to appropriate levels • Effectively troubleshoots technical issues to optimize TSR dispatch rate • Appropriately identifies and manages potential health and safety calls • Acts as a customer advocate to represent customer needs internally • Assures issues identified by customers are appropriately addressed • Maintains high level of satisfaction relative to customer support • Customer training registration and travel coordination • Provide effective and proactive communication to all members of the regional team • Provides formal customer training at customer site as required • Provides translation verification assistance • Participates in technical training of AM’s, LS’s, TSR’s or other internal employees • Document all customer complaints and inquiries in accordance with company and department SOP’s • Complete all required paperwork in a timely fashion

• Deliver mid‑ to advanced‑level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen‑share assistance. • Troubleshoot complex scenarios by leveraging problem‑solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently. • Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation. • Coordinate and oversee third‑party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience. • Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures. • Collaborate with Product Engineering and cross‑functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life ※こちらは障がい者採用枠の求人になります※ 職務内容 ＜ポジション名＞ Technical Support Specialist (CRM @ Tokyo) 医療関連データの管理・確認を中心とした、バックオフィス業務をご担当いただきます。 • ペースメーカー等の医療機器から送信される患者データの確認、および内容のダブルチェック • 未受信データがあった際の確認・再送対応（FAX機能等を使用） • 患者情報・個人情報の適切な管理、データ入力・更新業務 • 各種書類・データの整理、管理業務 • サービス利用施設の開設対応(Web設定) • （ご経験・ご希望に応じて）電話対応 開業医・医療機関向けの遠隔モニタリングサービスに関するサポート対応 利用方法や運用に関する問い合わせの一次対応 ＜勤務地＞ 品川本社 ＜部門について＞ カーディアックリズムマネジメント (CRM)は、メドトロニックの起源である心臓植込み型ペースメーカをはじめ、植込み型除細動器等、心臓植込み型デバイスを扱っている部署です。メドトロニックは本分野のPionneerであり、現在もトップメーカーとして医療に貢献をしています。 ＜Must Haves＞ Job Experience - 一般事務経験 Skill / Knowledge - PCスキル（Microsoft Office: Excel, Word, PowerPoint） Competency - 業務において正確性を重視し、確認作業を丁寧に行える方 - 判断に迷う場面やイレギュラーが発生した際に、自己判断で進めず、適切に確認・相談を行える方 - Teams等のチャットツールを活用したコミュニケーションに抵抗がなく、相手に伝わる形で簡潔かつ丁寧にやり取りができる方 - 業務マニュアルや運用ルールを正しく理解し、必要な情報を自ら確認しながら業務を進められる方 Education - 学士以上（学部・学科は問わない） ＜Nice to Haves＞ Job Experience - カスタマーサポートのご経験 Skill / Knowledge - PCスキル（Microsoft Office: PowerAutomate） - Ipad使用経験 ＜Working Style＞ - 基本フルリモート ベネフィット メドトロニックでは、会社の成功と社員の成長は共にあるべきであると考えています。社員一人ひとりの経済的、身体的、精神的な幸せを高められるような、充実した福利厚生と報酬プログラムを用意しています。 - 年間最大36万円の育児費用補助 - 家族に介護が必要になった場合や養子縁組の際などに6週間取得できる休暇制度 - ベビーシッターや保育園のマッチングサービス - メンタープログラムやe-learningなどを含むキャリア開発 - 女性の活躍を支援する社内キャリアネットワーク - 自社株購入制度　 　etc. その他 ＜諸手当＞ - 通勤手当、勤務時間外手当、休日勤務手当　etc. ＜休日＞ - 土曜日、日曜日、祝祭日　etc. ＜休暇＞ - 年次有給休暇、公傷病休暇、生理休暇、産前産後休暇、*私傷病休暇　etc. ＜勤務時間＞ - 9：00～17：30　 *障がい者手帳の写しを提出することで、障がいに関する関する治療、定期通院に私傷病休暇を取得できます。 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 Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). About 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 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here

• Provide excellent support experience to customers via all relevant communication channels • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures • Build sustainable relationships and engage customers by taking the extra mile • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.