Director Customer Care – Product Support

About Sequel

Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of patients by developing cutting-edge medical technologies that address unmet needs in healthcare.

Job Overview

Sequel Med Tech is seeking a dynamic and experienced Director of Product Support to join the Customer Care leadership team. Sequel’s Customer Contact Center is the pulse of our organization, the voice of the customer and serving customers 24/7. The successful candidate will play a crucial role in the strategic planning, development and execution of Sequel’s Technical & Clinical Product Support Team ensuring exceptional customer service and support for PwD’s and the Diabetes Community. This role will work cross functionally and in collaboration with Customer Care, Quality & Regulatory, commercial field, clinical product and Medical teams.

Job Responsibilities and Essential Duties

• Recruit, train, and onboard technical and clinical product support representatives, ensuring they have the necessary skills and resources to succeed.
• Provide leadership, guidance, and mentorship to the product support team, fostering a culture of collaboration, accountability, and continuous improvement.
• Develop, implement and optimize product support processes, tools, and best practices to optimize efficiency and effectiveness.
• Collaborate with cross-functional teams to identify, prioritize, and execute clinical/technical product training needs.
• Collaborate with developing and manufacturing partners on trending product related issues.
• Monitor and analyze performance metrics, identify trends and opportunities, and make data-driven decisions to drive outcome metrics.
• Develop and maintain strong relationships with key cross functional leaders.
• Provide regular performance feedback and coaching to Product Support leadership, recognizing achievements, and addressing performance issues as needed.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Participate in calibration and quality evaluations to assess opportunities for training materials and instructions.
• Develop execution plan for implementing omnichannel, customer experience related software and new telephony and CRM systems and platforms.

Minimum Requirements

• Experience in developing and leading a call center/customer/product support teams in a regulated, medical device environment.

Required Knowledge, Skills and Abilities

• Experience providing remote support, particularly in a regulated environment.
• 10 years of healthcare and industry experience with strong experience in the technical use of diabetes technology preferred.
• 5 years of Management experience leading a team.
• Previous experience working in a high volume omnichannel contact center providing direct service and support of a medical device.
• Strong leadership and management skills with the ability to inspire and motivate others to achieve goals.
• Strong interpersonal communication (oral and written) presentation, facilitation and administrative management skills.
• Proficiency of contact center technology (CRM and Telephony) and platforms.
• Ability to organize and lead meetings with cross-functional teams and effectively communicate issues and ideas with peers and with leadership.
• Excellent collaboration skills to work seamlessly with teams across different departments and disciplines.
• Position remotely based but requires up to 25% travel for training meetings and occasional visits to home office in Manchester, NH.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected

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