We anticipate the application window for this opening will close on - 2 Jun 2025

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Careers that Change Lives

(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.   

A Day in the Life

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 Qua