Supervisor 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 Supervisor, Technical Support at Dexcom, you lead a team that interacts with patients, parents, caretakers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and developer technical support teams to ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable and/or to troubleshoot their issues so they can use Dexcom products.

Where You Come In:

• Responsible for the full employee lifecycle: hiring, onboarding, career development, retention, engagement and termination, ensuring the exceptional employee experience throughout his/her journey with a  focus on quality, service effectiveness, Dexcom products, regulatory guidelines and high-standards of customer experience. Lead and motivate the technical support team in the Dexcom GBS facility. Provide call monitoring and coaching for members of the team that focus on quality and service effectiveness, Dexcom products and regulatory guidelines and high-standards of customer experience. Contributes to the department’s employee retention goals.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues. 
• Encourage the team to participate in continuous improvement (CI) related initiatives and contributes to All Ideas Matter (AIM) goals. Actively taking part himself/herself too. Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team.
• Meet or exceed monthly, quarterly and annual department metrics.
• Deliver action plans to your Manager on how performance standards will be met.
• Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time. Maintain a collaborative and productive working relationship with their peers.
• Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies.
• Contribute to function projects and market launches when required. Contributes to the handling of market escalations and operational outages, involving external teams when needed.
• Providing direct support to customers, as needed.
• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

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.

• Degree level educated and/or 2+ years of relevant of supervisory/management experience working in a technical support environment.
• Fluency in English, both written and oral communication. Fluency in Italian is advantageous.
• Sound working knowledge of all Windows/Mac operating systems and associated web browsers Internet Explorer, Chrome, Safari and Firefox
• Proven experience of supporting mobile apps, both iOS and Android, as well as Cloud based reporting systems
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Previous work experience in a high-volume customer contact environment
• 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.
• Ability to generate reports, graphs, process instructions and flowcharts.
• Display a complete understanding and follow through of all Technical Support policies and procedures.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.
• Must be an effective trainer and team coach including advanced cross training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• Implement, communicate and interprets new and existing policies and procedure to staff members. 
• Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• 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 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:

• 0-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree with 5- 8 years of industry experience • Informal management/ team 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 €2,953.75 to €3,475.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.