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Manager Service Engineering

Company: Dexcom
Location: San Diego
Posted on: November 17, 2019

Job Description:

About Dexcom:

Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.

Summary:

As a Service Endpoint & Engineering Manager, you will work with all teams including engineering, marketing, sales, business intelligence, customer service, operations etc. to deliver a best in class product to our customer base, while increasing profitability, improving product quality, and owning the 360 feedback cycle of product issues with our R&D team. The role includes understanding both internal and external technologies and market studies to generate prioritized product improvements. You will oversee a team of high-performing engineers working in a fast-paced, high impact team that is never content with the status quo.

FUNCTIONAL DESCRIPTION:

Oversees the process for scoping and defining end point resolution, and necessary functions for creation of the Tech Support service experience for highly complex serving needs, pre and post market. Drives the strategy surrounding the customer experience when engaging with team members to ensure that issues are resolved to the extent of the teams capabilities. Scopes out the level of service the customer will receive to full end point resolution by product issue for concerns that could not be resolved in the call centers.

Essential Duties and Responsibilities:



  • Provide leadership and direct management staff overseeing focus on end point resolution of complex customer issues, these issues will often be anomalies that cannot be solved in our core contact centers around the world

  • Collect and analyze robust sets of data and report back monthly to R&D and Quality Assurance the findings, the data sets will emerge and stratify from Oracle Service Cloud, but they may also be data sets from other systems including customer data

  • Ensure that the core operations are properly equipped to deal with issues that are evolving and complex in nature, ensure that all product issues are resolved to absolute functionality and endpoint usability

  • Develop complex dashboards to report on Incident Management practices using stratified data

  • Extensive partnership with R&D and Customer Advocacy is required in attainment of understanding top drivers by volume

  • Make extensive recommendations to improve products and the customer experience

  • Present monthly findings in Customer Advocacy trends and actions meeting

  • Partner with Technical Support Leadership team and IT Team to further advance Self Service systems

  • Engage with Customer Experience team to ensure that the voice of the customer is always included in consideration of job related and department activities

    Education / Experience Requirements:



    • Typically requires a Bachelors degree with 8-12 years of industry experience; Bachelors degree in Engineering preferred.

    • 2-5 years of previous management or lead experience; managing teams of 10+

    • 5+ years of technical support, call center and IT experience including leadership

    • Extreme data analytical capabilities coupled with attention to detail

    • Extensive experience setting up new teams, in new locations and systems integration

    • Strong interpersonal savvy

      Travel Required:



      • 0 50%

        FUNCTIONAL/BUSINESS KNOWLEDGE:



        • Knowledge and awareness spans all aspects of the specific functional area.

        • Having wide-ranging experience, uses professional concepts and knowledge of company objectives to resolve complex issues in creative and effective ways.

        • Develops a proficiency of the companys business / market in order to inform decisions.

          SCOPE:



          • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.

          • Provides guidance to team members / supporting employees using established company policies.

          • Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.

            JUDGEMENT:



            • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.

            • Follows processes and policies in selecting methods and techniques for obtaining solutions.

            • Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.

              MANAGEMENT:



              • Manages the coordination of department/functional activities with responsibility for results, methods and staffing.

              • In some instances may be responsible for a functional area or contracted / outsourced employees or matrixed reports.

              • People management responsibilities include hiring / terminations, performance reviews, career development coaching and compensation decisions.

                Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

                Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.

                Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.

                Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

                An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

                If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Talent Acquisition at talentacquisition@dexcom.com.

                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.

Keywords: Dexcom, San Diego , Manager Service Engineering, Executive , San Diego, California

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