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:
Our Technical Support team is a group of skilled professionals dedicated to providing exceptional service and solutions to our customers. The team combines technical expertise with a passion for customer satisfaction. With a commitment to proactive problem-solving and continuous improvement, we aim to guarantee that each customer interaction results in satisfaction and instills confidence in our services.
Where you come in:
- You will lead and motivate the Technical Support team: 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.
- You will need to meet or exceed monthly, quarterly, and annual department metrics.
- You must deliver action plans to your manager on how to achieve performance standards.
- You will 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.
- You will establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
- You will need utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
- You must train employees on operational processes and available tools. Plan for intermediate and long-term department needs computer systems, training, facilities, and supplies.
- You will have a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.
What makes you successful:
- You should have an experience working in call center or shared services setting.
- You should have a proven ability to troubleshoot in a fast-paced, customer-facing role.
- You should have an 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.
- You should have collaboratively work with other departments in a positive goal - oriented manner. Demonstrate sensitivity regarding timeline obstacles.
- You should have an excellent customer service skill. Consistent top customer service quality feedback.
- You should have an ability to generate reports, graphs, process instructions, flowcharts.
- You should have an ability to retain detailed information and solve complex problems.
- You should display a complete understanding and follow through of all Technical Support policies and procedures.
- You should exceed individual requirements, and able to answer questions from other TS reps, encouraging team environment.
- You should have a proven capability to handle challenging situations.
- You must have a positive attitude with a passion and drive to be amazing!
- You must be an effective trainer and team coach including advanced cross training experience.
- You should achieve service level goals and quality targets, managing and coaching employees to department performance standards.
- You should identify efficiency opportunities and ensures proactive and professional communication with multiple department - based peers.
- You should provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
- You must implement, communicate and interprets new and existing policies and procedure to staff members.
- You must partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
- You should work cross functionally, collaboratively with leadership and external business partners.
- You should have a proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.
What you’ll get:
- A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
- A full and comprehensive benefits program.
- Growth opportunities on a global scale.
- Access to career development through in-house learning programs and/or qualified tuition reimbursement.
- An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.
Travel Required:
- Up to 25%
Education and Experience Requirements:
- Typically requires a Bachelor’s degree with 5-8 years of industry experience
- Informal management/ team lead experience
#LI-Hybrid
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.
