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 Support

Job 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 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.

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.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

About Sequel Med Tech:

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.



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