Remote Senior Manager of Technical Product Support

Job Title: Senior Manager, Technical Product Support - Remote

Company Overview

We are a pioneering medical device organization committed to revolutionizing patient care with innovative solutions. Our focus is on improving lives through the development of advanced medical technologies that meet urgent healthcare needs.

Job Overview

In this pivotal role, the Senior Manager of Technical Product Support will be instrumental in guiding our Customer Contact Center, which operates as the core of our organization. You will lead a dedicated team that supports users of our devices, responding to inquiries, troubleshooting issues, and investigating concerns in a collaborative environment.

Key Responsibilities

• Oversee daily operations of a team of Technical Product Specialists.
• Recruit, interview, hire, onboard, train, and develop team members to foster a high-performance environment.
• Inspire and mentor your team to achieve excellence in service and support.
• Promote a customer-centric culture focused on promptness and effective problem resolution.
• Provide constructive coaching and valuable feedback to team members.
• Ensure consistency in team quality audits and calibration of quality metrics.
• Identify and implement process enhancements to improve customer experience.
• Maintain standard operating procedures for issue resolution and escalation.
• Ensure adherence to regulatory, quality, and accreditation standards.
  
  

Qualifications

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

Required Skills

• Excellent verbal and written communication abilities for engaging with customers through various channels (telephone, chat, text, and email).
• Familiarity with diabetes is advantageous.
• Capability to interpret flowcharts and technical information while managing multiple applications simultaneously.
• Demonstrated ability to lead special projects in a technical context.
• Experience providing omni-channel remote support in a regulated, high-volume environment.
• Proficiency in utilizing CRM tools; experience with Salesforce.com is a plus.
• Aptitude for conveying technical information in a clear and accessible manner.
• Competence in Microsoft Office applications.
  
  

Career Growth Opportunities

This role provides significant opportunities for professional development and leadership within a dynamic and innovative company. You will have the chance to build a high-performing team and make a meaningful impact on patients’ lives.

Company Culture and Values

We pride ourselves on nurturing a customer-focused environment that values responsiveness and effective problem resolution. Join us to be part of a mission-driven team that prioritizes patient care and support.

Employment Type: Full-Time