Dexcom Employment – Director (Customer Technical Support)

Job Description:

To provide leadership and strategy to ensure Dexcom’s technical support services (call center) are delivered to an exceptional standard. The position can be based out of Lithuania, United Kingdom, Germany, Netherlands, Switzerland or Spain.

Job Responsibilities:

• This position will be responsible for setting the strategic objectives for a multi-lingual CGM (continuous glucose monitoring) technical service center support team that will operate seven days per week to support technical support requirements in our direct and distributor markets. The technical support team operates during EMEA business hours from Monday through Sunday
• Build and maintain relationships with key internal and external stakeholders to ensure strategic execution, e.g. and especially with regards to expansions into new countries and regions
• Ensure that the teams are building emotional customer loyalty allowing greater impact to overall sales and revenue
• Ensuring targeted service and performance standards are achieved or exceeded, helping to manage relationships with new partners and / or distributors
• This role will lead the teams responsible for technical support call center activities across international regions and is responsible for executing the strategy and tactics that will improve the customer experience
• Making sure IT-systems and workforce in required languages are in place and / or improved
• The focus is to drive the business forward in creating stronger relationships, converting more prospects to become customers, increasing sales, managing a large budget, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best

Job Requirements:

• Demonstrated ability to think and plan strategically, identify strategic options and trade-offs
• Must be open minded, and able to cope with challenges associated with international business such as differences in culture, people’s traits or business practices
• Ability to ruthlessly priorities own active and teams to ensure spending time on the critical few priorities that are most important to the organization
• Fluency in English, both written and oral communication. A second European language is advantageous
• Highly collaborative able to reach across the organization to understand needs and how to address them
• Ability to deal with ambiguity – efficiently change plans quickly to meet the changing needs of the business and projects in an agile way
• Ability to manage in a highly fluid, interactive, matrixed environment and build strong, successful business partnerships with global colleagues
• Typically requires a Bachelor’s degree (or equivalent) with 15+ years of industry experience
• 9+ years of successful management experience in relevant industry (medical device, healthcare, pharma)
• Strong analytical skills & demonstrated ability developing strategies to support business
• Results-oriented, self-disciplined, fast-paced, motivated individual with a proven track record with achieving international business objectives

Job Details:

Company: Dexcom

Vacancy Type: Full Time

Job Location: Edinburgh, Scotland, United Kingdom

Application Deadline: N/A

Apply Here