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

As a Customer Care Manager - Service & Repair, you will lead tactical, operational, and strategic activities within the Service and Repair organization. 

This role is ideal for professionals who thrive in people management, mentoring, coaching, and fostering talent development while driving business performance and customer satisfaction. The ideal candidate is based in Milan, and the role follows a hybrid working model, combining on-site collaboration with remote flexibility.

Responsibilities may include the following and other duties may be assigned:

• Lead and develop your team, driving engagement, performance, and inclusion while aligning with business priorities
• Manage key people processes, including hiring, coaching, performance evaluations, and employee development
• Oversee operations and customer service, ensuring process efficiency, digital transformation, and high service standards
• Handle escalations and risk management, addressing internal and external issues while ensuring customer satisfaction
• Analyze data and drive improvements, using key performance indicators to enhance efficiency and resource allocation
• Collaborate with stakeholders, engaging across departments and leadership levels to support business goals
• Ensure compliance and process optimization, overseeing budget planning, quality management, and continuous improvement initiatives

Required Knowledge and Experience:

• Leadership & People Management: Proven ability to lead teams, mentor employees, and drive engagement and performance
• Customer Service & Operational Expertise: Strong background in customer service management, process execution, and digital transformation initiatives
• Analytical & Problem-Solving Skills: Experience analyzing key performance indicators, managing escalations, and implementing process improvements
• Technology & Tools Proficiency: Strong working knowledge of Microsoft Office, customer relationship management software, and enterprise resource planning tools
• Communication & Organizational Skills: Excellent verbal and written communication, stakeholder management, and organizational abilities
• Education & Experience: Bachelor’s degree with at least 10 years of relevant experience in a similar leadership role

Experience with enterprise software such as SAP, ServiceNow, or Salesforce, a willingness to travel, and expertise in Lean Six Sigma, continuous improvement, and design thinking would be advantageous. Familiarity with service design workshops is also beneficial.

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.
 

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