Manager Technical Support at Dexcom

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Coaching, Mentoring, Performance Reviews, Operational Management, Workforce Management, Customer Support, Policy Implementation, Process Improvement, Cross-Department Collaboration, Technology Utilization, Metrics Analysis, Compliance, Bilingual Communication, Problem Solving, Detail Orientation, Leadership

Industry

Medical Equipment Manufacturing

Description

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. 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 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.

Responsibilities

The Manager of Technical Support will oversee the daily activities of the Technical Support team, ensuring high-quality support standards and tailored strategies for the Japan market. This role includes recruiting and mentoring team members while collaborating with other departments to resolve customer issues and improve processes.