Manager Technical Support
Core
Manage a 24/7 Technical Support team to troubleshoot issues for patients, parents, and caretakers using Dexcom Continuous Glucose Monitoring (CGM) products.
Role type
Manager, Technical Support (Health Tech)
Builds
High-quality patient support experience and operational efficiency for CGM products
Domain
Consumer Health Technology / Diabetes Management (via careerplan.io/jobs/JR121435-manager-technical-support-at-dexcom)
Deliverable
client delivery
Required skills
Team management, call center operations, performance coaching, workforce management, process improvement, regulatory compliance (FDA), budgeting, product training coordination
Preferred skills
Technical/medical support call center experience, complex product support in 24/7 environments
Technologies
Call center software, service databases, quality system tools
Responsibilities
Manage day-to-day activities and performance of Technical Support Representatives; handle escalated patient issues and service calls; develop and implement support policies and procedures; coordinate technical training programs; analyze team and department metrics; ensure compliance with Quality System and regulatory requirements; participate in call forecasting and service level modeling.
Seniority
Manager, operational leadership
