Senior Manager Of Technical Product Support (Remote)

Join our innovative and emerging medical device company, where we are committed to revolutionizing patient care through advanced solutions. Our mission is to improve lives by developing state-of-the-art medical technologies that meet critical healthcare needs.

Job Overview

As the Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families through their entire device journey. This remote role reports to the Product Support leadership team and focuses on fostering a dedicated team responsible for addressing technical inquiries, troubleshooting challenges, and resolving concerns collaboratively.

Key Responsibilities

• Lead and manage the daily operations of a team of Technical Product Specialists.
• Recruit, interview, onboard, and develop team members to cultivate a high-performing team.
• Motivate and mentor your team to provide outstanding service and support.
• Establish a customer-oriented culture that prioritizes responsiveness and effective problem-solving.
• Deliver constructive coaching and valuable feedback to enhance team performance.
• Ensure consistency in team quality audits and calibration of quality standards.
• Identify areas for process enhancements to improve the customer experience.
• Uphold standard operating procedures for issue resolution and escalation.
• Guarantee compliance with regulatory, quality, and accreditation standards.

Qualifications

• A Bachelor’s degree in a health-related field is preferred, or equivalent practical experience.
• A minimum of 7 years in a fast-paced, high-volume, FDA-regulated call center environment, including at least 2 years in a managerial capacity.
• Proven experience in troubleshooting medical devices or providing product support is essential.
• Previous call center experience in diabetes medical device support or sales is highly desirable.

Required Skills

• Excellent verbal and written communication skills to effectively engage with customers through various channels including telephone, chat, text, and email.
• Familiarity with diabetes is an asset.
• Ability to interpret flow charts and technical documentation while managing multiple applications concurrently.
• Demonstrated capability in executing special projects in a technical setting.
• Experience in providing omni-channel remote support, particularly in a regulated, high-volume environment.
• Proficiency in utilizing CRM tools, with Salesforce.com experience being a plus.
• Competence in conveying technical information in a clear and concise manner.
• Proficient with Microsoft Office Suite applications.

Career Growth Opportunities

We are dedicated to nurturing your professional development and offer ample opportunities for career advancement within our organization.

Company Culture and Values

Our organization champions a customer-centric culture that emphasizes responsiveness and effective resolution of issues. We are committed to environmental consciousness and uphold safe practices in our decision-making processes.

Employment Type: Full-Time