About Dexcom:

Dexcom empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world.

We invite you to become a part of a fast growing, purpose driven team in our new established business center in Vilnius!

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.

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 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. 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.

About you:

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.

• Fluent 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.

We offer:

• An exciting opportunity to be a part of a fast-growing, dynamic, innovative international company with a true purpose where you will make a difference to those living with diabetes.
• Focus on your long-term career.
• Access to best in class training and development programmes.
• Work with 7,000+ awesome colleagues in an open, fast-paced and fun working environment.
• Attractive benefits including Performance-Based bonus, Health Insurance, Private Pension, 5 days additional vacation, Life, Critical Illness and Accident Insurance, Team Events, Recognition Awards, Health & Wellness Services, Training, Education & Professional Qualifications Support.
• Base monthly salary gross starting from 4,100 EUR. The final offer will depend on your qualifications, competencies and professional experience.

Sounds like you? Apply!