Manager, Customer Technical Support
Manager, Customer Technical Support

Manager, Customer Technical Support

Reports To: Director, Customer Support
Date Posted: 10 Feb 2010
Status: Full time
Category: Technical Service
Department: Sales
Location: San Diego, CA

Job Summary:

This position will be responsible for the daily management of the Tandem Diabetes Care 24 hour medical device technical support contact center representatives. This organization will support patients with diabetes and their families and health care professionals using a medical device. Technical expertise in insulin pump management is a plus. This environment will require understanding of FDA and other related regulatory agencies.  The Successful candidate will ensure that supervisory and department activities are in alignment with the Company business goals. 


Position's Primary Responsibilities:

  • Leadership of staff
  • Performance appraisals, coaching, retention, training
  • Ensure timely, compliant and accurate documentation of customer contacts
  • Ensure Customer Service Excellence
  • Management to contact center metrics
  • A Voice of The Customer
  • Liaison to Complaint Management Manager

Position Requirements:

  • Bachelor Degree or equivalent
  • 3 years management in contact center, preferably medical device affiliated
  • Basic knowledge of FDA requirements and adverse event reporting
  • Knowledge of HIPAA
  • MS Office, internet savvy, general computer competency
  • Experience with Contact Center reporting systems
  • Flexibility to a start up environment
  • Knowledge of Diabetes and insulin pumps is a plus

Note: This opportunity is not management of a help desk but is a contact center that supports patients with a chronic disease requiring support for a medical device.