What are the responsibilities and job description for the Remote Senior Manager, Product Support for Technical Devices position at Get It - Professional Services?
Job Title: Senior Manager, Technical Product Support - Remote
Job Overview
Join us at an innovative medical device company committed to revolutionizing patient care through our advanced technologies. Our mission is to significantly enhance lives by creating state-of-the-art medical solutions that meet critical healthcare needs. As the Senior Manager of Technical Product Support, you will be a crucial part of our Customer Contact Center, which operates continuously to support our customers throughout their entire journey with our devices. You will report to the Product Support leadership team and will have the opportunity to shape and guide a dedicated team, addressing technical inquiries and collaborating on troubleshooting and issue resolution.
Key Responsibilities
In this role, you will have significant opportunities to develop your leadership skills as you recruit, train, and advance your team. You will play a pivotal role in shaping the customer support experience and driving professional development within the organization.
Company Culture And Values
Our organization values a commitment to environmental consciousness and safe practices in decision-making. We strive to create a supportive and collaborative work environment that encourages professional growth and a customer-focused approach to service.
Employment Type: Full-Time
Job Overview
Join us at an innovative medical device company committed to revolutionizing patient care through our advanced technologies. Our mission is to significantly enhance lives by creating state-of-the-art medical solutions that meet critical healthcare needs. As the Senior Manager of Technical Product Support, you will be a crucial part of our Customer Contact Center, which operates continuously to support our customers throughout their entire journey with our devices. You will report to the Product Support leadership team and will have the opportunity to shape and guide a dedicated team, addressing technical inquiries and collaborating on troubleshooting and issue resolution.
Key Responsibilities
- Oversee the daily operations of a team of Technical Product Specialists.
- Recruit, interview, hire, onboard, train, and develop team members to establish a high-performing workforce.
- Inspire and mentor your team to provide outstanding service and support.
- Foster a customer-centric culture that prioritizes responsiveness and effective problem-solving.
- Deliver constructive coaching and insightful feedback to enhance team performance.
- Ensure consistency in quality audits and calibration of quality scores across the team.
- Identify and enact process improvements to optimize the customer experience.
- Maintain standard operating procedures for issue resolution and escalation processes.
- Ensure adherence to regulatory, quality, and accreditation standards.
- Exceptional verbal and written communication skills to effectively engage with customers via multiple channels including telephone, chat, text, and email.
- Familiarity with diabetes and medical device troubleshooting is preferred.
- Ability to interpret flow charts and technical documentation while managing multiple applications simultaneously.
- Proven experience in undertaking special projects in a technical context.
- Experience delivering omni-channel remote support within a high-volume, regulated environment.
- Proficiency in CRM systems, with experience in Salesforce.com considered an advantage.
- Capability to articulate technical information in a clear and accessible manner.
- Proficient in Microsoft Office applications.
- Bachelor’s degree in a health-related field is preferred, or equivalent professional experience.
- A minimum of 7 years of experience in a fast-paced, high-volume, FDA-regulated call center environment, including at least 2 years in a management capacity.
- Experience working with medical devices or providing product support is essential.
- Previous call center experience specifically related to diabetes medical device support or sales is advantageous.
In this role, you will have significant opportunities to develop your leadership skills as you recruit, train, and advance your team. You will play a pivotal role in shaping the customer support experience and driving professional development within the organization.
Company Culture And Values
Our organization values a commitment to environmental consciousness and safe practices in decision-making. We strive to create a supportive and collaborative work environment that encourages professional growth and a customer-focused approach to service.
Employment Type: Full-Time
