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.

Meet the team:

As a Technical Support Manager at Dexcom, you will lead a talented and diverse Technical Support team dedicated to providing exceptional support to patients, parents, caretakers, and healthcare providers. This team is responsible for troubleshooting and resolving issues and inquiries relating to the Dexcom Continuous Glucose Monitor (CGM) products, ensuring optimal functionality and meeting customer satisfaction. In this role, you may oversee a vendor relationship or manage the team directly. Regardless of team structure, you will use your expertise in team development to establish clear, measurable performance standards and foster a collaborative team environment. This position offers a unique opportunity to contribute to Dexcom's expanding footprint in the healthcare sector, making a significant impact on the lives of our product users.

Where you come in:

· Vendor Management:

o Manage relationships with external vendors providing technical support services.

o Negotiate contracts, monitor performance, and ensure vendors meet service level agreements (SLAs).

o Verify monthly invoices against internal records.

· Team Leadership and Development:

o Recruit, hire, and onboard new team members, ensuring alignment with company values and culture.

o Provide coaching, mentoring, and performance reviews for direct Technical Support Representatives.

o Ensure team members have necessary tools and a supportive environment to excel.

o Ensure that resources and strategies are tailored to meet the specific needs of the Japan market.

· Operational Management:

o Oversee day-to-day activities and responsibilities of direct Technical Support team members.

o In conjunction with our Workforce Management team, maintain proper staffing levels and manage dynamic call volumes through forecasting and workforce management.

o Handle escalated patient issues and investigations, ensuring high-quality support standards are maintained.

· Policy and Process Implementation:

o Create, communicate, and enforce new and existing policies and procedures.

o Continuously evaluate and improve processes to enhance quality and customer service experience.

· Cross-Department Collaboration:

o Partner with other departments to resolve customer issues and implement process improvements.

o Represent the Technical Support department in local cross-functional or commercial meetings.

o Work closely with local leadership and global technical support teams to align on and achieve shared objectives.

· Technology and Metrics Management:

o Leverage technology to improve support processes and systems.

o Develop, track, and analyse team and department metrics for continuous improvement.

· Training and Development:

o Coordinate technical training programs for new and existing products.

o Foster employee development through goal setting and coaching.

· Special Projects and On-Call Support:

o Perform special product duties as assigned and be available for 24-7 on-call support.

o Assist with annual budgeting processes and write/update procedural documents as needed.

· Compliance:

o Support adherence to Technical Support activities within the framework of established policies, procedures, and local and international compliance requirements.

o Ensure compliance with Quality System, regulatory requirements, and company policies.

What makes you successful:

• You have ability to work independently with minimal supervision.
• You have experience training and mentoring staff.
• You have proven ability to work with multiple short-term deadlines, dynamic changing priorities.
• You can contribute high quality work to prioritize projects and meet deadlines.
• You are highly detailed and action oriented.
• You must be enthusiastic, solution oriented and positive in leadership style.
• You can travel as needed on occasion especially in both office and call center location.
• You must be able to communicate effectively in English and Japanese.
• You have ability to read and interpret documents such as safety guidelines, operating and maintenance instructions, and procedure manuals.

Education and Experience:

• At least 5 years of experience as a manager or above within a call center environment preferably in Diabetes, Technology or Health related field
• At least bachelor's degree in any field

Travel Required:

• 0 – 25% (Especially Domestic Travel to call center)

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.