Manager Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Summary:
The Technical Support Manager at Dexcom expertly manages a highly talented and diverse 24/7 Technical Support team as they troubleshoot issues with patients, parents, and caretakers for people affected by diabetes that use Dexcom Continuous Glucose Monitoring (CGM) products. You ensure a high quality experience for each patient by ensuring that your teams are appropriately engaging and connecting with them while they provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they are able to use Dexcom products as intended. Tapping into your subject matter expertise, you easily work with your team to set clear and measurable performance expectations and track team successes as well as areas of improvement through metric assessments.

Essential Duties and Responsibilities:
•You will provide guidance to team members on a variety of issues to include but not limited to problem resolution, filing accurate/timely service requests, coaching, monitoring/rewarding goal achievement and the like.
• Overall management of day-to-day activities, tasks and, responsibilities for assigned Technical Support Representatives including coaching and mentoring Technical Support team members.
• Meet/exceed corporate, quality and, service goals including proper staffing levels of the team.
• Create, implement, communicate and interpret new/existing policies or procedures to CGM staff members.
• Partner with other departments to resolve issues involving customer support needs.
• Leverage technology to improve processes/systems to build and lead a world-class Technical Support department.
• Ensure assigned staff has the tools, abilities and atmosphere required to provide technical support.
• Handle all investigations and service call escalations to resolve patient issues including receiving, investigating and prioritizing escalated patient issues. Resolve challenging patient inquiries and issues. Delegate appropriate work as needed in response to patient issues.
• Promote and maintain high-quality patient support standards within the Technical Support department against expectations.
• Manage the dynamic call volumes by queues and participates in call forecasting, service level call modeling and workforce management.
• Ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality and, privacy.
• Ensure that staff uses the software and databases appropriately.
• Perform coaching and call monitoring as needed.
• Conduct performance reviews with staff including goal and employee development plans.
• Develop, collect, track and analyze team and department metrics.
• Continuously improve and evaluate processes, in order to improve quality and customer service experience; building customer loyalty and brand value.
• Initiate and make recommendations regarding processes, policies, and procedures.
• Coordinate technical training programs for existing and new product training.
• Assist with the annual budgeting processes.
• Collaborate with other departments as needed identifying, testing, and implementing work process and system improvements.
• Preparing team for new product launches and representing the department in commercialization meetings.
• Assume and perform special product duties as assigned.
• Be on-call 24-7 for personnel, customer and, phone system issues.
• Write/update documents for company procedures and policies, as needed
• Support adherence to Technical Support activities of Dexcom Technical Support Team within the framework of established service excellence metrics, policies, procedures, and, FDA compliance requirements.
• Work collaboratively with senior management to improve and build call center service experience.
Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 5+ years’ of experience as a Manager or above within a high call volume call center environment preferably in Diabetes, Technology or Health related field
• Ability to work independently with minimal supervision within call center and across Dexcom.
• Experience with training and mentoring staff including development of training programs.
• Excellent English verbal and written communication skills, including effective listening skills and ability to communicate accurately
• This position requires working at least one weekend day. Flexibility in schedule is critical based on customer call volume, seasonality and, team needs.
• Proven ability working with multiple short-term deadlines, dynamic changing priorities.
• Contribute high quality work to projects prioritize and meet deadlines.
• Highly detailed and action oriented.
• Must be enthusiastic, solution oriented and positive in leadership style.
• Travel as needed on occasion.
• Desire and willingness to be part of something amazing!
 

Preferred Qualifications:
• 5+ years’ of superior customer service experience within a technical or medical support call center environment highly preferred.
• Preferred experience supporting highly technical/complex product teams in a 24/7 environment.
 

Education Requirements:
• Bachelor’s degree
Travel Required:
• 0 - 24%

Supervisory Responsibilities: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this area. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

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To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [email protected].

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