What are the responsibilities and job description for the Senior Manager, Technical Product Support position at Sequel Medical Technology?
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 people by developing cutting-edge medical technologies that address unmet needs in healthcare.
Job Overview
Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Senior Manager, Technical Product Support, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include building and leading a team, responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.
Job Responsibilities and Essential Duties
- Manage day-to-day operations for a team of Technical Product Specialists.
- Recruit, interview, hire, onboard, train and develop team members.
- Lead, inspire, and mentor the team to deliver best-in-class service.
- Foster a customer-centric culture focused on responsiveness and problem resolution.
- Provide effective coaching and motivating and insightful feedback.
- Lead the team to assure consistency of team quality audits and calibration of quality scoring within the team.
- Identify and implement process improvements that enhance the customer experience.
- Maintain standard operating procedures for issue resolution and escalation.
- Ensures adherence to Regulatory, quality and accreditation standards.
Minimum Requirements
- Bachelor's degree in health-related field preferred, or commensurate experience.
- 7 years of experience in a fast-paced, high volume, FDA-regulated call center with 2 years of experience managing a team.
- Medical device troubleshooting or product support experience required.
- Call center experience in diabetes medical device support/sales preferred.
Required Knowledge, Skills and Abilities
- Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
- Diabetes knowledge preferred.
- Able to understand flow charts, technical information, and ability to use multiple applications at once.
- Has been promoted or given special projects in a technical role.
- Experience providing omni-channel remote support, particularly in a high volume, regulated environment.
- Skilled in using CRM tools; experience with Salesforce.com preferred.
- Ability to provide technical information in an easy-to-understand manner.
- Working knowledge of Microsoft Office applications.
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
