Senior Manager, Technical Product Support

2 weeks ago

Manchester, United States Sequel Medical Technology Full time
About Sequel
Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of people by developing cutting-edge medical technologies that address unmet needs in healthcare.

Job Overview
Sequel's Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Senior Manager, Technical Product Support, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate's responsibilities will include building and leading a team, responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.

Job Responsibilities and Essential Duties
  • Manage day-to-day operations for a team of Technical Product Specialists.
  • Recruit, interview, hire, onboard, train and develop team members.
  • Lead, inspire, and mentor the team to deliver best-in-class service.
  • Foster a customer-centric culture focused on responsiveness and problem resolution.
  • Provide effective coaching and motivating and insightful feedback.
  • Lead the team to assure consistency of team quality audits and calibration of quality scoring within the team.
  • Identify and implement process improvements that enhance the customer experience.
  • Maintain standard operating procedures for issue resolution and escalation.
  • Ensures adherence to Regulatory, quality and accreditation standards.
Minimum Requirements
  • Bachelor's degree in health-related field preferred, or commensurate experience.
  • 7+ years of experience in a fast-paced, high volume, FDA-regulated call center with 2+ years of experience managing a team.
  • Medical device troubleshooting or product support experience required.
  • Call center experience in diabetes medical device support/sales preferred.
Required Knowledge, Skills and Abilities
  • Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.
  • Diabetes knowledge preferred.
  • Able to understand flow charts, technical information, and ability to use multiple applications at once.
  • Has been promoted or given special projects in a technical role.
  • Experience providing omni-channel remote support, particularly in a high volume, regulated environment.
  • Skilled in using CRM tools; experience with Salesforce.com preferred.
  • Ability to provide technical information in an easy-to-understand manner.
  • Working knowledge of Microsoft Office applications.
Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions
  • Ensures environmental consciousness and safe practices are exhibited in decisions
  • Use of computer and telephone equipment and other related office accessories/devices to complete assignments
  • May work extended hours during peak business cycles
  • Physical requirements such as lifting specific weights
  • Some travelling is expected

  • Senior Manager, Technical Product Support Specialist

    3 weeks ago

    Manchester, New Hampshire, United States Sequel Medical Technology Full time

    Job Title: Senior Manager, Technical Product SupportJob Summary:We are seeking a highly skilled Senior Manager, Technical Product Support to join our team at Sequel Med Tech. As a key member of our Customer Contact Center, you will play a crucial role in assisting pump users and their families with their twiist experience.Key Responsibilities:Manage...

  • Senior Product Manager

    2 weeks ago

    Manchester, United States Electronics for Imaging, Inc. Full time

    All of us at EFI™ are relentlessly focused on the growth and success of the print business. That's why print providers worldwide turn to EFI to help build their brilliant future. Our 2,000 worldwide team members are passionate about driving our customers' business growth with a scalable portfolio of products, solutions, services, support, and world-class...

  • Senior JDE Technical Developer

    3 weeks ago

    Manchester, New Hampshire, United States ERP Suites Full time

    Job Title: Senior JDE Technical DeveloperJob Summary:We are seeking a highly skilled Senior JDE Technical Developer to join our team at ERP Suites. As a key member of our technical team, you will be responsible for designing, developing, and maintaining new or enhanced applications and systems within the Oracle JD Edwards EnterpriseOne environment.Key...

  • Senior Product Development Engineer

    3 weeks ago

    Manchester, New Hampshire, United States Amcor Rigid Packaging Full time

    Job Title: Senior Product Development EngineerJob Summary:We are seeking a highly skilled Senior Product Development Engineer to lead the planning process of new products and improvements to existing products. The ideal candidate will have a strong background in engineering, project management, and technical leadership.Key Responsibilities:Lead the planning...

  • Clinical Product Support Team Lead

    3 weeks ago

    Manchester, New Hampshire, United States Sequel Medical Technology Full time

    Job Title: Senior Manager, Clinical Product SupportSequel Medical Technology is seeking a highly skilled Senior Manager, Clinical Product Support to join our team. As a key member of our Customer Contact Center, you will play a critical role in assisting pump users and their families with their device experience.Key Responsibilities:Manage day-to-day...

  • Senior Operations Manager

    3 weeks ago

    Manchester, New Hampshire, United States Fedcap Rehabilitation Services Full time

    The Senior Operations Manager will report directly to the Program Director and will mentor, support, and supervise the staff for DCYF Involved Programming within Granite Pathways.The Senior Operations Manager will lead operations ensuring high quality services are provided, staff are supervised and standards within the contract are exceeded.Candidates will...

  • Senior Product Analyst

    1 month ago

    Manchester, United States Eliassen Group Full time

    Our major Financial Services client is searching for a Senior Product Analyst with strong analytical and problem-solving skills. Key attributes that make up a successful Senior Product Analyst are highly motivated, “self-starters” with a sense of ownership, driven to succeed. The Senior Product Analyst is successful working individually and within a team...

  • Senior Product Analyst

    1 month ago

    Manchester, United States Eliassen Group Full time

    Our major Financial Services client is searching for a Senior Product Analyst with strong analytical and problem-solving skills. Key attributes that make up a successful Senior Product Analyst are highly motivated, “self-starters” with a sense of ownership, driven to succeed. The Senior Product Analyst is successful working individually and within a team...

  • Product Support Specialist

    4 weeks ago

    Manchester, New Hampshire, United States Top Gun Staffing Group LLC Full time

    Job DescriptionTop Gun Staffing Group LLC is seeking a highly skilled Product Support Engineer to join their team. In this role, the Product Support Engineer will provide technical support to Field Service Engineers, customers, distributors, and other key stakeholders while maintaining/exceeding customer satisfaction.Responsibilities:Provide pre and...

  • Senior Technical Specialist

    3 weeks ago

    Manchester, New Hampshire, United States FLEX Inc Full time

    Job Title: Tooling EngineerAbout the Role:We are seeking a skilled Tooling Engineer to join our team at FLEX Inc. in Manchester, CT. As a key member of our Operations Engineering team, you will be responsible for executing and optimizing our tooling processes.Key Responsibilities:Collaborate with cross-functional teams to design and implement tooling...

  • Technical Support Specialist

    1 month ago

    Manchester, New Hampshire, United States CDK Global Full time

    Job Title: Technical Support AnalystAt CDK Global, we are seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide technical support and troubleshooting for complex technical...

  • Senior Test Engineering Manager

    3 weeks ago

    Manchester, New Hampshire, United States DEKA Research & Development Full time

    DEKA Research & Development is seeking a highly skilled Senior Test Engineering Manager to lead a dynamic team in a medical device R&D environment.This is a unique opportunity to utilize your technical capabilities and leadership skills to guide a Design Verification team for products that make a difference.Key responsibilities include:Leading and mentoring...

  • Senior Quality Assurance Manager

    3 weeks ago

    Manchester, New Hampshire, United States Flextronics Full time

    At Flex, we're seeking a highly skilled Senior Quality Assurance Manager to join our team. In this role, you will be responsible for developing, implementing, and coordinating product assurance programs to prevent or eliminate defects in new or existing products.Key Responsibilities:Develop and implement product assurance programs to ensure quality and...

  • Senior Product Development Engineer

    4 weeks ago

    Manchester, New Hampshire, United States Amcor plc Full time

    Product Development LeadAmcor is seeking a Product Development Lead to join our team. As a key member of our product development team, you will be responsible for leading the planning process of new products and/or improvements to existing products. This includes focusing on project concerns such as cost, completion dates, resource allocation,...

  • Senior Researcher

    4 weeks ago

    Manchester, New Hampshire, United States Advanced Regenerative Manufacturing Institute Inc Full time

    Job Title: Senior ScientistAdvanced Regenerative Manufacturing Institute Inc is seeking a highly skilled Senior Scientist to lead the development and execution of scientific studies to facilitate the successful tech transfer, optimization, scale up, and automation of manufacturing processes for various cell-based products.Key Responsibilities:Lead teams to...

  • Senior Procurement Specialist

    4 weeks ago

    Manchester, New Hampshire, United States Merrimack Manufacturing Full time

    Job OverviewMerrimack Manufacturing LLC is seeking a highly skilled Senior Procurement Specialist to join our team. This role will be responsible for leading procurement and sourcing activities for our Merrimack Manufacturing facility.Key ResponsibilitiesCollaborate with Senior Supply Chain management to develop and implement a best-in-class procurement and...

  • Senior Process Quality Engineer

    1 week ago

    Manchester, United States Michael Page Full time

    p>The Senior Process Quality Engineer is responsible for leading quality assurance efforts and driving process improvements in manufacturing, ensuring compliance with industry standards and optimizing production efficiency. This role involves utilizing expertise in SPC, Six Sigma, and quality management systems to enhance product quality and operational...

  • Senior Project Manager

    4 weeks ago

    Manchester, New Hampshire, United States Hoyle, Tanner and Associates, Inc. Full time

    Job OpportunityHoyle Tanner is seeking a highly skilled and experienced Senior Project Manager to lead our drinking water engineering team. As a key member of our team, you will be responsible for delivering technically sound and financially successful projects while developing and maintaining client relationships.Key Responsibilities:Lead project teams to...

  • Tax Senior Manager

    4 weeks ago

    Manchester, New Hampshire, United States Baker Newman Noyes LLC Full time

    Job SummaryBaker Newman Noyes LLC is seeking a highly skilled Tax Senior Manager to join our team. As a key member of our tax department, you will be responsible for managing all phases of tax compliance for assigned clients in various industries.Key Responsibilities:Review and prepare federal and state individual income tax returns, fiduciary income tax...

  • Senior Process Quality Engineer

    4 weeks ago

    Manchester, United States Michael Page Full time

    The Senior Process Quality Engineer is responsible for leading quality assurance efforts and driving process improvements in manufacturing, ensuring compliance with industry standards and optimizing production efficiency. This role involves utilizing expertise in SPC, Six Sigma, and quality management systems to enhance product quality and operational...