Customer Service Director Americas

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 Life Responsibilities may include the following and other duties may be assigned. Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff. May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders. May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments. May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels. PEOPLE MANAGEMENT FUNCTIONAL CAREER STREAM: Management and supervisory professionals with one or more employees who are focused on tactical, operational and some strategic activities within a specified area. Levels within the management career stream typically have six or more direct reports. The majority of time is spent overseeing their area of responsibility, managing performance, developing talent, engagement and inclusion, communicating business and operational developments, planning, prioritizing and / or directing the responsibilities of direct reports. Goal achievement is typically accomplished through performance of direct and / or indirect reports. A key responsibility of roles in this career stream is managing people. which includes: accountability for mentoring, developing and coaching staff on meeting/exceeding performance expectations and defined objectives, providing leadership to staff ensuring the prioritization of strategic and department level initiatives to include defining performance goals and targets, conducting performance reviews, and staff 1:1s to guide performance management and employee development efforts and manage toward departmental goals. DIFFERENTIATING FACTORS Autonomy: Manages department (s) or small unit that includes multiple teams led by managers and / or supervisors. Provides motivational leadership for the area managed. Provides thought and technical leadership . Performs work without appreciable direction. Organizational Impact: Leads the development of the strategy for own department or business area, ensuring links to the company’s aims and objectives. Management authority to make large business decisions and some strategic decisions . Decisions impact the financial performance, employees, or public image of the operational unit and/or company. Typically has budget or P&L accountability for a department, broad functional area or geography. Innovation and Complexity: Drives innovation across the business area, encouraging best practice and knowledge sharing. Significantly improves, changes or adapts own department or business area’s processes, systems, products or services. Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Communication and Influence: Develops long term strategic relationships and alliances with key internal and external stakeholders. Communicates and conducts briefings with senior or executive leadership regarding ongoing operations and strategic initiatives . Influences across functions and businesses to negotiate and gain cooperation on operational issues and internal divergent objectives. Leadership and Talent Management: Directs and leads a department, broad functional area or geography, including one or more teams led by managers and / or supervisors . Determines supervisory relationships, and creates workforce and staffing plans to accomplish business results . Authorizes hiring, firing, promotion and reward within own area. Required Knowledge and Experience: Requires broad management and leadership knowledge to lead multiple job areas, and detailed functional and operational expertise. Typically has mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function. Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 10 years of relevant experience with 7+ years of managerial experience, or advanced degree with a minimum of 8 years of relevant experience with 7+ years of managerial experience. 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, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at . ‌ 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). This position is eligible for an annual long-term incentive plan.