Manager Technical Support

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 we're 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 we've 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. We've already changed millions of lives and we're 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. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've 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.

The Technical Support Manager at Dexcom expertly manages a highly talented and diverse 24/7 Technical Support team as they troubleshoot issues with patients, parents, and caretakers for people affected by diabetes that use Dexcom Continuous Glucose Monitoring (CGM) products. You ensure a high quality experience for each patient by ensuring that your teams are appropriately engaging and connecting with them while they provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they are able to use Dexcom products as intended. Tapping into your subject matter expertise, you easily work with your team to set clear and measurable performance expectations and track team successes as well as areas of improvement through metric assessments. Essential Duties and Responsibilities: •You will provide guidance to team members on a variety of issues to include but not limited to problem resolution, filing accurate/timely service requests, coaching, monitoring/rewarding goal achievement and the like. • Overall management of day-to-day activities, tasks and, responsibilities for assigned Technical Support Representatives including coaching and mentoring Technical Support team members. • Meet/exceed corporate, quality and, service goals including proper staffing levels of the team. • Create, implement, communicate and interpret new/existing policies or procedures to CGM staff members. • Partner with other departments to resolve issues involving customer support needs. • Leverage technology to improve processes/systems to build and lead a world-class Technical Support department. • Ensure assigned staff has the tools, abilities and atmosphere required to provide technical support. • Handle all investigations and service call escalations to resolve patient issues including receiving, investigating and prioritizing escalated patient issues. Resolve challenging patient inquiries and issues. Delegate appropriate work as needed in response to patient issues. • Promote and maintain high-quality patient support standards within the Technical Support department against expectations. • Manage the dynamic call volumes by queues and participates in call forecasting, service level call modeling and workforce management. • Ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality and, privacy. • Ensure that staff uses the software and databases appropriately. • Perform coaching and call monitoring as needed. • Conduct performance reviews with staff including goal and employee development plans. •