Supervisor Technical Support

About Dexcom:

Dexcom empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology.

We invite you to become a part of a fast growing, purpose driven team in our newly established business centre in Vilnius!

As a Supervisor, Technical Support at Dexcom, you lead a team that interacts with patients, parents, caretakers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and developer technical support teams to ensure a high-quality 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 and/or to troubleshoot their issues so they can use Dexcom products.

Essential Duties and Responsibilities:

• Lead and motivate the technical support team in the Dexcom GBS facility. Provide call monitoring and coaching for members of the team that focus on quality and service effectiveness, Dexcom products and 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.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues.
• Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time.
• Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team.
• Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies.
• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.
• Maintain a collaborative and productive working relationship with their peers.

About you:

• Degree level educated and/or 4+ years of relevant of supervisory/management experience working in a technical support environment.
• Fluency in English, both written and oral communication. A second European language is advantageous however not a requirement.   
• Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Previous work experience in a high-volume customer contact environment
• 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.
• Ability to generate reports, graphs, process instructions and flowcharts.
• Display a complete understanding and follow through of all Technical Support policies and procedures.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.
• Must be an effective trainer and team coach including advanced cross training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• 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.
• Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

Preferred Qualifications:

• Technically proficient skill set in the areas of troubleshooting medical devices.
• Degree level educated in a computer-based discipline.
• 2+ years of supervisory experience in a leadership role in a medical device/medical organisation.
• Multi-lingual candidates. Covering English and one other supported language in our direct markets.

We offer:

• Opportunity to work in global, innovative, fast-growing company with 8,000+ awesome colleagues.
• Flexible work.
• 5 additional vacation days.
• Health, Life and Accident insurance.
• Health and Wellness programs.
• Private Pension plan.
• Access to the best-in-class training and development programmes.
• Team buildings and events.
• Competitive salary and additional bonuses.

Monthly base salary for this position is from 3,000 EUR gross.
*The final offer will depend on your qualifications, competencies, and professional experience.

Sounds like you? Apply!