Overview : The Sr. Director Technical Support is crucial in delivering a 5-star customer experience for the Diabetes operating unit.
This role oversees the strategy, service delivery, and quality for the US 24-hour technical support team, leading a Center of Excellence (COE) and being the global process owner for technical service.
The focus is on optimizing processes, employing advanced tools, diversifying channel options, and integrating systems globally to enhance technical support quality, resolve customer issues efficiently, and ensure uninterrupted therapy support.
Key Responsibilities :
- Provide strategic leadership for the US 24-hour technical support team and act as the Global Technical Support process owner.
- Foster a collaborative, customer-centric approach within the US and global teams.
- Develop and lead a lean COE to harmonize systems, processes, and procedures globally.
- Collaborate with stakeholders (Marketing, Quality, R&D, Sales & IT) to align technical support strategies with business needs.
- Identify and integrate emerging trends and best practices in technical support.
- Oversee the deployment, maintenance, and enhancement of global technical support tools and technologies.
- Ensure secure, efficient, and consistent support processes and procedures.
- Develop cross-departmental feedback loops with Quality, R&D, Sales, and Customer Care teams.
- Define and monitor KPIs for technical support effectiveness and implement continuous improvements.
- Foster a culture of continuous learning and professional development within the technical support team.
- Collaborate to improve operational processes and reduce business costs.
- Meet / exceed Net Promoter Score targets. Qualifications :
- Must Have :
- Must Have :
- Bachelor's degree.
- Minimum of 15 years of relevant technical support / call center leadership experience, with 10+ years in managerial roles overseeing large teams.
- OR advanced degree with 13 years of relevant experience and 10+ years in managerial roles overseeing large teams.
- Nice to Have :
- Advanced degree.
- Call center leadership experience in regulated environments (medical device, healthcare, financial services).
- Experience with WFM best practices.
- Knowledge of Lean and Six Sigma methodologies (Green Belt project completed).
- Excellent leadership, team management, communication, and interpersonal skills.
- Experience with telephony platforms (NICE, Five9).
- Proven track record in building engaged, inclusive teams.
- Experience implementing global IT technical support systems.
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