Manager Technical Support India

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later having pioneered an industry. And were just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized actionable insights aimed at solving important health challenges. To continue what weve started: Improving human health.

We are driven by thousands of ambitious passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening serving with integrity thinking big and being dependable. Weve already changed millions of lives and were ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve come a long way from our small company days our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Dexcom has been rankedin the Top 10 on ForbesBest Customer Service list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered customer obsessed technology first and outcome driven. Were building intelligent support layers that guide patients providers and partners through seamless journeys anchored on customer success.

Where you come in:

As a Technical Support Manager you play a pivotal role in leading and shaping the customer experience in will be responsible for overseeing day-to-day operations managing vendor performance and building a high-performing team to deliver exceptional technical support. You will partner closely with external vendors and internal stakeholders to ensure service excellence operational stability and continuous improvement across the market.

• You lead and manage external vendor partners delivering technical and customer support ensuring performance meets agreed service levels and quality standards.
• You oversee day-to-day operations of the Technical Support function ensuring consistent high-quality support delivery across all interactions.
• You build lead and develop a high-performing team including hiring onboarding coaching and performance management.
• You partner with Workforce Management to ensure appropriate staffing levels and effective management of demand.
• You manage escalations and complex customer issues ensuring timely resolution and a positive customer experience.
• You implement and embed policies processes and standards while driving continuous improvement in quality and efficiency.
• You collaborate cross-functionally with teams such as quality supply chain and commercial to resolve issues and improve the end-to-end experience.
• You track analyse and report on key performance metrics using insights to drive accountability and operational improvements.
• You ensure compliance with internal policies regulatory requirements and quality standards across all activities.

What makes you successful:

• You are an experienced people leader with a strong track record of building and developing high-performing teams in a healthcare related field.
• You bring solid experience in vendor management including driving performance accountability and continuous improvement.
• You have strong operational leadership capability with the ability to manage competing priorities in a fast-paced environment.
• You are a clear and confident communicator able to engage effectively with both internal stakeholders and external partners.
• You are highly analytical and data-driven using insights to identify issues and drive improvements.
• You take ownership and demonstrate accountability with a proactive solutions-focused approach.
• You are process-oriented and continuously looking for ways to improve quality efficiency and customer outcomes.

• You are fluent in English and comfortable operating in a dynamic and diverse market environment.

Travel Required:

• 0 15%
• Preferred location is Bengaluru or Mumbai in line with where the Tech Support team will be located.

Experience and Education:

• Typically requires a Bachelors degree with 8-12 years of industry experience
• 2-5 years of previous management or lead experience

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.