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Manager Technical Support
DexCom Lithuania, UAB
Manager Technical Support
DexCom Lithuania, UAB
Manager Technical Support
DexCom Lithuania, UAB

Manager Technical Support

DexCom Lithuania, UAB

Manager Technical Support

About Dexcom:
Dexcom Corporation (NASDAQ DXCM; Market Cap $44.3B) 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'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.

Summary:
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.

Essential Duties and Responsibilities:
  • 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 teams 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.

Required Qualifications:
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 teams 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 Dexcoms 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 Dexcoms business needs.

We offer:
  • Opportunity to work in a global, innovative, fast-growing company.
  • We are offering a hybrid working arrangement, allowing employees the flexibility to work both remotely and in the office.
  • 5 additional vacation days.
  • Health, Life and Accident insurance.
  • Health and Wellness programs.
  • Private Pension plan.
  • Access to the best-in-class training and development programmes.
  • Team buildings and events.
  • Competitive salary and additional bonuses.

This is a fixed-term contract for 2 years to cover maternity leave.

Sounds like you? Apply! 

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.
Mėnesinis bruto atlyginimasBruto/mėn.  € 3959 - 4658

Papildoma informacija: Final offer will depend on your qualifications, competencies, and professional experience.

Vietovė

    Vilnius, Vilniaus apskritis, Lietuva
  • Nuotolinio darbo galimybė

Laikas

  • Visa darbo diena

Kalbos

  •  Anglų
Kontaktinis asmuo
Veronika Rakauskaitė
Founded in 1999, Dexcom empowers people to take control of their diabetes through innovative continuous glucose monitoring systems. By listening to the needs of users, caregivers and healthcare providers, Dexcom simplifies and improves diabetes management around the world. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs approximately 8,000 people.
Vilnius Global Business Services centre supports Dexcom operations and its customers across the EMEA region and will expand the companys patient support, customer advocacy, finance and accounting operations in Europe.


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