[Hiring] Product Support Rep IV @Medtronic

Role Description

We are seeking a Product Support IV / Team Lead to join a mission-driven team focused on supporting U.S. veterans and the clinicians, caregivers, and VA staff who care for them. As part of the Acute Care & Monitoring organization, your work directly supports continuity of care, clinician confidence, and patient outcomes.

A Day in the Life:

• Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel.
• Support, mentor, and train other members of the product support team.
• Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions.
• Apply strong interpersonal skills and product knowledge to effectively respond to and resolve customer inquiries.
• Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts.
• Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues.
• Escalate unresolved or advanced technical issues to team leads or senior support resources as needed.

Qualifications

• Minimum of 8 years of relevant work experience (college degree not required).

Requirements

• Experience working with veterans, healthcare systems, or government clients.
• Experience supporting healthcare, medical devices, or regulated products.
• Demonstrated comfort handling high-volume phone-based customer interactions.
• Ability to communicate effectively with both clinical and non-clinical audiences.
• Familiarity with knowledge base tools (e.g., Confluence or similar platforms).
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package.
• Salary ranges for U.S (excl. PR) locations (USD): $48,000.00 - $72,000.00.
• This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
• Health, Dental and vision insurance.
• Health Savings Account.
• Healthcare Flexible Spending Account.
• Life insurance, Long-term disability leave.
• Dependent daycare spending account.
• Tuition assistance/reimbursement.
• Incentive plans, 401(k) plan plus employer contribution and match.
• Short-term disability.
• Paid time off.
• Paid holidays.
• Employee Stock Purchase Plan.
• Employee Assistance Program.
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums).
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).