Senior Manager Technical Support For Product (Remote)

We are a pioneering medical device organization focused on revolutionizing patient care through innovative solutions. Our mission is to improve lives by developing state-of-the-art medical technologies that address essential healthcare needs.

Job Overview

In your role as the Senior Manager of Technical Product Support, you will be pivotal in delivering exceptional assistance to pump users and their families throughout their device journey. You will report directly to the Product Support leadership team and will be responsible for assembling and guiding a dedicated team, addressing technical support queries, troubleshooting issues, and collaboratively investigating concerns.

Key Responsibilities

• Supervise the daily functions of a team of Technical Product Specialists.
• Recruit, interview, hire, onboard, and train team members to cultivate a high-performing team.
• Inspire and mentor your team to provide outstanding service and support.
• Foster a customer-centric environment that prioritizes responsiveness and effective resolution of issues.
• Offer constructive coaching and valuable feedback to team members.
• Ensure consistency in team quality audits and calibrate quality scores.
• Identify and execute process enhancements to improve customer experience.
• Maintain standard operating procedures for issue resolution and escalation.
• Ensure adherence to regulatory, quality, and accreditation standards.

Required Skills

• Exceptional verbal and written communication skills for clear engagement with customers via various channels.
• Knowledge of diabetes is highly desirable.
• Proficiency in interpreting flow charts and technical data while utilizing multiple applications concurrently.
• Proven capability to manage special projects in a technical capacity.
• Experience in providing omni-channel remote support in a high-volume, regulated environment.
• Familiarity with CRM tools; experience with Salesforce.com is advantageous.
• Ability to articulate technical information in a clear and comprehensible manner.
• Proficiency in Microsoft Office applications.

Qualifications

• A Bachelor’s degree in a health-related field is preferred, or equivalent experience.
• A minimum of 7 years’ experience in a fast-paced, high-volume, FDA-regulated call center, including 2+ years in a managerial position.
• Proven experience in troubleshooting medical devices or delivering product support is essential.
• Call center experience in the diabetes medical device sector or sales is preferred.

Career Growth Opportunities

This position offers an excellent opportunity for professional growth, allowing you to develop your leadership and management skills while making a meaningful impact in the medical device industry.

Employment Type: Full-Time