What are the responsibilities and job description for the Remote Senior Technical Product Support Manager | WFH position at Get It - Professional Services?
Job Title: Senior Manager, Technical Product Support - Remote | WFH
Job Overview
We are a pioneering medical device organization committed to revolutionizing patient care through innovative solutions. Our mission focuses on improving lives by creating advanced medical technologies that fulfill critical healthcare needs. In the role of Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their entire device journey, ensuring excellence within our Customer Contact Center.
Key Responsibilities
As a Senior Manager, you will have the opportunity to cultivate your leadership skills while contributing to the professional development of your team. Your role will significantly impact the continuous improvement of service delivery, allowing for potential career advancements within our esteemed organization.
Company Culture and Values
Our organization promotes a collaborative and customer-centric environment where mentorship and the development of team members are integral to our mission. We value diversity and inclusion, striving to create a workplace that respects and empowers all employees.
Employment Type: Full-Time
Job Overview
We are a pioneering medical device organization committed to revolutionizing patient care through innovative solutions. Our mission focuses on improving lives by creating advanced medical technologies that fulfill critical healthcare needs. In the role of Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their entire device journey, ensuring excellence within our Customer Contact Center.
Key Responsibilities
- Oversee the daily operations of a dedicated team of Technical Product Specialists.
- Recruit, interview, hire, onboard, train, and develop team members to foster a high-performing environment.
- Inspire and mentor team members to provide outstanding service and support.
- Foster a customer-centric culture that emphasizes responsiveness and effective problem-solving.
- Provide meaningful coaching and constructive feedback to enhance team performance.
- Ensure consistency in quality audits and alignment of quality scores across the team.
- Identify and implement enhancements to processes in order to elevate the customer experience.
- Maintain established standard operating procedures for issue resolution and escalation.
- Ensure adherence to regulatory, quality, and accreditation standards.
- Bachelor's degree in a health-related field preferred, or equivalent 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.
- Demonstrated experience in troubleshooting medical devices or providing product support is required.
- Prior experience in call center operations related to diabetes medical devices support or sales is preferred.
- Excellent verbal and written communication skills to engage effectively with customers across various channels including telephone, chat, text, and email.
- Knowledge of diabetes is preferred.
- Proficient in interpreting flow charts and technical documentation while utilizing multiple applications concurrently.
- Proven capability to manage special projects in a technical capacity.
- Experience in providing omni-channel remote support, especially in a high-volume, regulated environment.
- Familiarity with CRM tools; experience with Salesforce.com is a plus.
- Ability to convey technical information clearly and understandably.
- Proficient in Microsoft Office applications.
As a Senior Manager, you will have the opportunity to cultivate your leadership skills while contributing to the professional development of your team. Your role will significantly impact the continuous improvement of service delivery, allowing for potential career advancements within our esteemed organization.
Company Culture and Values
Our organization promotes a collaborative and customer-centric environment where mentorship and the development of team members are integral to our mission. We value diversity and inclusion, striving to create a workplace that respects and empowers all employees.
Employment Type: Full-Time
