What are the responsibilities and job description for the Senior Technical Product Support Manager - Remote | WFH position at Get It - Professional Services?
Position Title: Senior Manager, Technical Product Support - Remote | Work From Home
Company Overview
We are a forward-thinking medical device organization committed to revolutionizing patient care through innovative solutions. Our aim is to improve lives by developing advanced medical technologies that meet critical healthcare needs.
Job Overview
As the Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their journey with our devices. You will oversee our Customer Contact Center, a vital component of our organization, which provides round-the-clock support and assistance. Reporting directly to the Product Support leadership team, your expertise will be essential in building and managing a dedicated team, addressing technical support inquiries, troubleshooting challenges, and thoroughly investigating concerns in a collaborative environment.
Key Responsibilities
In this pivotal role, you will have the chance to nurture and develop your team, offering mentorship and guidance that contributes to your professional advancement as well as that of your colleagues.
Company Culture and Values
We are dedicated to fostering a collaborative and customer-focused environment that emphasizes exceptional service and teamwork. Join us in our commitment to enhancing lives through innovative medical technology.
Employment Type: Full-Time
Company Overview
We are a forward-thinking medical device organization committed to revolutionizing patient care through innovative solutions. Our aim is to improve lives by developing advanced medical technologies that meet critical healthcare needs.
Job Overview
As the Senior Manager of Technical Product Support, you will be instrumental in guiding pump users and their families throughout their journey with our devices. You will oversee our Customer Contact Center, a vital component of our organization, which provides round-the-clock support and assistance. Reporting directly to the Product Support leadership team, your expertise will be essential in building and managing a dedicated team, addressing technical support inquiries, troubleshooting challenges, and thoroughly investigating concerns in a collaborative environment.
Key Responsibilities
- Lead the daily functions of the Technical Product Support team.
- Recruit, interview, hire, onboard, and develop team members to ensure a high-performing unit.
- Inspire and mentor your team to provide outstanding service and support.
- Foster a customer-centric culture that prioritizes responsiveness and effective problem-solving.
- Offer constructive coaching and insightful feedback to enhance team performance.
- Maintain consistency in team quality audits and calibrate quality scores.
- Identify opportunities for process enhancements to elevate the customer experience.
- Establish and uphold standard operating procedures for issue resolution and escalation.
- Ensure adherence to regulatory, quality, and accreditation standards.
- Strong verbal and written communication abilities to engage with customers across various channels such as telephone, chat, text, and email.
- Familiarity with diabetes is preferred.
- Capacity to interpret flow charts and technical documentation while managing multiple applications concurrently.
- Proven track record of managing special projects in a technical role.
- Experience in providing omni-channel remote support, particularly in a high-volume, regulated setting.
- Proficiency in CRM tools; knowledge of Salesforce.com is advantageous.
- Ability to convey technical information clearly and understandably.
- Proficiency in Microsoft Office applications.
- Bachelor's degree in a health-related field is preferred, or an equivalent combination of education and experience.
- A minimum of 7 years of experience in a dynamic, high-volume, FDA-regulated call center, including at least 2 years in a management role.
- Expertise in troubleshooting medical devices or providing product support is required.
- Background in call center support or sales of diabetes medical devices is preferred.
In this pivotal role, you will have the chance to nurture and develop your team, offering mentorship and guidance that contributes to your professional advancement as well as that of your colleagues.
Company Culture and Values
We are dedicated to fostering a collaborative and customer-focused environment that emphasizes exceptional service and teamwork. Join us in our commitment to enhancing lives through innovative medical technology.
Employment Type: Full-Time
