What are the responsibilities and job description for the Remote Senior Manager - Technical Product Support position at Get It - Professional Services?
Job Overview
We are a forward-thinking medical device enterprise committed to revolutionizing patient care through innovative technology solutions. Our mission centers on enhancing lives by creating advanced medical devices that meet critical healthcare challenges.
As our Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their journey with our products. In this pivotal position, you will report to the Product Support leadership team, where your expertise will help shape a dedicated team, tackle technical support inquiries, troubleshoot issues, and address concerns through collaborative efforts.
Key Responsibilities
In this role, you will not only have the chance to lead and inspire your team but also actively engage in their professional development, equipping them with the tools to excel in their careers.
Company Culture And Values
We pride ourselves on fostering a customer-centric culture that values responsiveness and effective problem resolution. Our organization thrives on collaboration across teams, ensuring the delivery of high-quality support and service.
Networking and Professional Opportunities
Joining our team means becoming part of a network of dedicated professionals within an innovative field, providing ample opportunities for skill development and collaboration.
Compensation And Benefits
We are a forward-thinking medical device enterprise committed to revolutionizing patient care through innovative technology solutions. Our mission centers on enhancing lives by creating advanced medical devices that meet critical healthcare challenges.
As our Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their journey with our products. In this pivotal position, you will report to the Product Support leadership team, where your expertise will help shape a dedicated team, tackle technical support inquiries, troubleshoot issues, and address concerns through collaborative efforts.
Key Responsibilities
- Direct the daily operations of a team of Technical Product Specialists.
- Recruit, interview, hire, onboard, and train team members to foster a high-performing environment.
- Motivate and mentor your team to provide outstanding service and support.
- Promote a customer-focused culture emphasizing responsiveness and effective problem resolution.
- Deliver actionable coaching and feedback to enhance team performance.
- Maintain consistency in team quality audits and calibration of quality metrics.
- Identify and implement process enhancements to elevate the customer experience.
- Uphold standard operating procedures for problem resolution and escalation.
- Ensure compliance with regulatory, quality, and accreditation requirements.
- Excellent verbal and written communication abilities to engage clearly with customers across various channels.
- Familiarity with diabetes is preferred.
- Proficiency in interpreting flow charts and technical documentation while managing multiple applications simultaneously.
- Proven capability to lead special projects in a technical context.
- Experience delivering omni-channel remote support in a high-volume, regulated environment.
- Competence in utilizing CRM tools; familiarity with Salesforce.com is advantageous.
- Ability to convey technical concepts in an accessible manner.
- Proficiency in Microsoft Office Suite applications.
- Bachelor's degree in a health-related discipline is preferred, or equivalent experience.
- Over 7 years of experience in a fast-paced, high-volume, FDA-regulated call center, with a minimum of 2 years in a management role.
- Demonstrated experience in troubleshooting medical devices or providing product support is essential.
- Previous involvement in diabetes medical device support or sales is preferable.
In this role, you will not only have the chance to lead and inspire your team but also actively engage in their professional development, equipping them with the tools to excel in their careers.
Company Culture And Values
We pride ourselves on fostering a customer-centric culture that values responsiveness and effective problem resolution. Our organization thrives on collaboration across teams, ensuring the delivery of high-quality support and service.
Networking and Professional Opportunities
Joining our team means becoming part of a network of dedicated professionals within an innovative field, providing ample opportunities for skill development and collaboration.
Compensation And Benefits
- Competitive salary.
- Comprehensive health insurance options.
- Opportunities for professional advancement and continuous learning support.
