Supervisor Technical Support
Supervisor Technical Support
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$ 71600 - 119300
1 Vacancy
Job Description
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 biosensingtechnology 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.
As a Supervisor of Technical Support at Dexcom you will lead a team that interacts with patients parents and caregivers for people affected by diabetes that use Dexcom teams assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive tapping into your technical expertise and superior communication skills you can supervise coach monitor and develop your customer support team to ensure a highquality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service equipment or feature is inoperable.
Essential Duties and Responsibilities:
- Lead and motivate the Technical Support team to deliver support via phone email chat and online.
- Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness Dexcom products regulatory guidelines and high standards of customer experience.
- Meet or exceed monthly quarterly and annual department metrics.
- Deliver action plans to your Manager on how performance standards will be met.
- Maintain weekly/monthly/quarterly employee scorecards for all functional areas.
- Perform multiple months scorecard reviews with each employee. Coach collect feedback and collaborate with the leadership team
- Manage daily work schedules of direct reports to ensure adequate staffing exceptional transactional quality and unsurpassed responsiveness in all activities as well as addressing attendance and performance issues.
- Establish exceptional relationships with various departments consultants external providers and leadership resulting in increased process efficiency improved communications and reduced cycle time.
- Utilize various sources of data for analysis suggest opportunities for process improvements and implement system changes throughout the team.
- This is a working supervisor position responding to customer escalations and contributing to workload queues when service levels have been exceeded.
Required Qualifications:
- Team supervisor experience working in call center or shared services setting
- Typically requires a Bachelors degree with 58 years of industry experience.
- Proven ability to troubleshoot in a fastpaced customerfacing role.
- Excellent verbal and written communication skills including effective listening skills and ability to communicate accurately and effectively in person over the telephone through email and other business correspondence.
- Collaboratively work with other departments in a positive goal oriented manner. Demonstrate sensitivity regarding timeline obstacles.
- Excellent customer service skills. Consistent top customer service quality feedback.
- Ability to generate reports graphs process instructions flowcharts.
- Ability to retain detailed information and solve complex problems.
- Display a complete understanding and follow through of all Technical Support policies and procedures.
- Proven capability to handle challenging situations.
- Positive attitude with a passion and drive to be amazing!
- Achieve service level goals and quality targets managing and coaching employees to department performance standards.
- Identify efficiency opportunities and ensures proactive and professional communication with multiple department based peers.
- Provide ongoing support and guidance including taking escalation calls supporting customer problem resolution providing materials and ensuring goal achievement.
- Implement communicate and interprets new and existing policies and procedure to staff members.
- Partner with Field Sales Inside Sales Quality Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
- Work cross functionally collaboratively with leadership and external business partners.
- Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings holidays and weekends.
Travel Required:
- Up to 25
Experience and Education Requirements:
- Typically requires a Bachelors degree with 58 years of industry experience.
- Informal management / team lead experience.
Supervisory Responsibilities:
Directly supervises employees. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Is responsible for the overall direction coordination and evaluation of this area. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Please note: The information contained herein is not intended to be an allinclusive list of the duties and responsibilities of the job nor are they intended to be an allinclusive list of the skills and abilities required to do the job. Management may at its discretion assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin or protected veteran status and will not be discriminated against on the basis of disability. Dexcoms AAP may be viewed upon request by contacting Talent Acquisition at
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact Dexcom Talent Acquisition at
View the OFCCPs Pay Transparency Non Discrimination Provision at this link.
Meritain an Aetna Company creates and publishes the MachineReadable Files on behalf of Dexcom. To link to the MachineReadable Files please click on the URL provided: 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.
Salary:
$71600.00 $119300.00Required Experience:
Manager
Employment Type
Full-Time
