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 Manager, Technical Support you will be leading a multi – lingual Technical Support team. Team is located across multiple locations (direct & remote employees), therefore ability to deliver operational results and at the same time maintain high employee engagement levels is critical. This role will be responsible to ensure adherence to the established service excellence metrics, policies, procedures and compliance requirements within Technical Support department and Vilnius GBS organization. Manager will be setting clear performance and measurement expectations to the assigned team, aligned with overall organizational objectives. This will involve (but is not limited to) providing ongoing support and guidance to the team members on a variety of issues, regular coaching, and recognition. As a strong leader, you would be building a mindset of continuous improvement within the team and supporting all the Structured Problem-Solving activities to drive process improvements.

Where You Come In:

• Building and maintaining workforce planning framework based on key business drivers, giving a short – term and long – term visibility on required staffing levels.
• Actively participating in team’s hiring and onboarding process.
• Maintaining both Customer satisfaction and response service levels by initiating, coordinating, and enforcing operational policies and procedures.
• Coordinating operational training programs for existing and new product offerings.
• Establishing a structured performance measurement framework along with enhanced reporting capabilities.
• Communicating with other departments and management to resolve problems and expedite solutions.
• Ensuring that team understands and complies with quality standards and requirements as documented.
• Driving process improvements through Structured Problem Solving and process harmonization across the department as well as other cross – functional areas.
• Partnering with external service providers (i.e. 3rd party providers, HR services provider, marketing agencies, etc.) to ensure smooth service delivery and outstanding customer experience.
• Deploying employee engagement activities within the team to enhance exceptional employee experience.
• Maintaining Dexcom culture with passion to customers.
• Supporting assigned markets and actively participating in new Dexcom product/service launches.
• Assuming and performing other duties as assigned.

What Makes You Successful:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Fluency in English, both written and oral communication.
• Minimum 5 years of experience in business operations leadership role.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.
• Ability to coach others and deliver feedback in a tactful and constructive manner.
• Ability to work independently with minimal supervision; as well as support colleagues achieving team’s objectives and resolving issues.
• Have ability to analyze data, generate reports, graphs, business correspondence and present it to stakeholders.
• Ability to thoroughly maintain service-related documentation and transform it into clear operating procedure.
• Detailed understanding of labor law requirements and ability to match it with Dexcom’s business needs.
• Demonstrate a highly positive attitude, willingness to learn and lead by example, ability to drive high employee engagement.
• Ability to manage your individual workload according to the teams’ and Dexcom’s business needs.
• Knowledge of German, French, Spanish, or Italian languages is a strong advantage.

What You’ll Get:

• A comprehensive onboarding and training on the job 
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities 
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space 
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval 
• Opportunity to work from other countries for up to 30 days per year 
• Health Insurance including reduced premiums available for dependents
• Life and Accident insurance coverage 
• 3rd Pillar Private Pension plan 
• Health and Wellness programs, including access to online coaching and therapy sessions 
• Fertility, Family forming, Menopause and Men’s health support services
• Regular team-building events that foster collaboration and connection 
• Best-in-class training and career development programs 
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more 
• Access to a fitness tracking app with rewards for staying active 
• Free parking space at the city center office location. 

Travel:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree with 8- 12 years of industry experience • 2-5 years of previous management or lead experience

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

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.

Monthly base salary for this position is from €3,959.58 to €4,658.33 gross. Final offer will depend on your qualifications, competencies, and professional experience.