Sr. Director Technical Support
A Day in the Life
(Location – Northridge, CA preferred (fully onsite 5 days/not hybrid and San Antonio, TX an option)
Delivering 5-star customer experience is a critical priority for the Diabetes operating unit. Our 24-hour technical support teams engage directly with customers, offering hands-on technical/clinical troubleshooting and adept complaint handling on a global scale. The Sr. Director Technical Support will directly oversee the strategy, service delivery, and quality related requirements for our US region 24/HR technical support organization. In addition, they will build and lead a lean COE and be the global process owner for technical service. This role has a unique opportunity to optimize processes, employ cutting-edge tools, explore diversified channel options, and integrate systems in partnership with all our global technical support teams. Collaborating closely with our teams worldwide, these initiatives will help elevate the quality of technical support, resolving customer issues effectively, minimizing repeat calls, and sustaining uninterrupted therapy support globally.
The Diabetes operating unit needs a seasoned and transformative leader who will help enhance our US region operation and take a centralized leadership role to help drive efficiency and effectiveness of our operations in partnership with our teams on global scale. The direct impact of these 24-hour technical support teams on customer satisfaction, retention, and revenue underscores their pivotal role. This work is also instrumental in maintaining alignment with regulatory standards, quality system requirements, and legal/data privacy mandates. With a focus on continuous improvement, this leader will help our business not only meet but exceed expectations, ensuring lasting customer satisfaction and loyalty.
Responsibilities may include the following and other duties may be assigned:
· Provide strategic leadership and vision for the US region 24-hour technical support team and act as the Global Technical Support process owner to unify process, systems, tools across all regional teams.
· Foster a collaborative and customer-centric approach within the team for the US Domestic and US OUS teams.
· Develop and oversee a lean COE to harmonize systems, process, and procedures to ensure consistency and best in class support in partnership with the global regions.
· Collaborate with key stakeholders inclusive of Marketing, Quality, R&D, Sales & IT to understand business needs and translate them into technical support strategies and initiatives
· Identify emerging trends, technologies, and best practices in technical support and integrate them into the team's strategies and processes in partnership with the regions
· Oversee the deployment, maintenance and enhancement of technical support tools and technologies globally in partnership with the regions
· Ensure that support and provisioning processes and procedures are secure, efficient, uniform, and sustainable
· Development of Cross departmental feedback loop to include but not be limited to Quality, R&D, Sales and Customer Care teams.
· Define and monitor KPIs for technical support effectiveness from a Service Delivery and Quality perspective, while continuously planning and implementing improvements.
· Foster a culture of continuous learning and professional development within the technical support team with a focus on talent development.
· Collaborate with stakeholders to improve operational processes and reducing overall business costs.
· Meet/exceed Net Promoter Score as defined by the business
Must Have: Minimum Requirements
· Bachelor's degree
· Minimum of 15 years of relevant technical support or call center operation leadership experience with 10+ years of managerial experience overseeing large scale teams
· OR advanced degree with a minimum of 13 years of relevant technical support or call center operations leadership experience with 10+ years of managerial experience overseeing large scale team
Nice to Have: Preferred Requirements
· Advanced degree preferred.
· Call center leadership experience within a regulated environment such as the medical device, healthcare or financial services
· Experience with WFM best practices
· Knowledge and experience of Lean and Six Sigma Methodologies; one Green Belt project completed
· Excellent leadership and team management skills, with the ability to inspire and motivate a diverse technical and/or clinical team
· Telephony platform experience such as NICE and Five9
· Track-record of building a deeply connected and highly engaged team by fostering employee inclusion, enhancing teamwork and benefit from diverse skills and experience
· Experience implementing global IT technical support systems preferred
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
Salary and Benefits
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Learn more about our benefits here.
This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) here.
This position is eligible for an annual long-term incentive plan. Learn more about Medtronic Long-Term Incentive Plan (LTIP) here.
The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).
