Technical Product Support Senior Manager Wfh (Remote)

We are a pioneering medical device organization committed to revolutionizing patient care through innovative solutions. Our mission is to improve lives by developing advanced medical technologies that address essential healthcare needs.

As the Senior Manager of Technical Product Support, you will be instrumental in guiding our Customer Contact Center, which serves as the central hub of our organization, providing round-the-clock support to customers throughout their entire device journey. Reporting to the Product Support leadership team, you will be responsible for building and leading a dedicated team, addressing technical support inquiries, troubleshooting issues, and collaboratively investigating concerns.

Key Responsibilities

• Manage the daily operations of a team of Technical Product Specialists.
• Recruit, interview, hire, onboard, train, and cultivate team members to foster a high-performing environment.
• Inspire and mentor your team to provide outstanding service and support.
• Promote a customer-centric culture focused on responsiveness and effective problem solving.
• Offer constructive coaching and insightful feedback to team members.
• Ensure consistency in team quality audits and calibrate quality scores.
• Identify and institute process enhancements to improve the customer experience.
• Maintain standard operational procedures for issue resolution and escalation.
• Ensure adherence to regulatory, quality, and accreditation standards.

Qualifications

• Bachelor’s degree in a health-related discipline preferred, or equivalent experience.
• A minimum of 7 years of experience in a fast-paced, high-volume, FDA-regulated call center, with at least 2 years in a management capacity.
• Demonstrable experience in troubleshooting medical devices or delivering product support is essential.
• Previous call center experience in diabetes medical device support or sales is advantageous.

Required Skills

• Exceptional verbal and written communication skills to engage effectively with customers via telephone, chat, text, and email.
• Familiarity with diabetes is preferred.
• Ability to interpret flow charts and technical information while utilizing multiple applications concurrently.
• Proven capacity to undertake special projects in a technical context.
• Experience in providing omni-channel remote support, particularly in a high-volume, regulated environment.
• Proficiency in utilizing CRM tools; experience with Salesforce.com is a plus.
• Capability to convey technical details in a clear and comprehensible manner.
• Proficient in Microsoft Office applications.

Career Growth Opportunities

This role offers a unique opportunity to significantly impact patient care by leading a dedicated team that supports users of medical devices. Joining our mission-driven organization provides avenues for professional development and the chance to engage in meaningful work that directly influences healthcare outcomes.

Employment Type: Full-Time