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Manager, Technical Support

Remote, USA

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview:

This position will manage a team of Technical Support Engineers, who serve as the primary point of contact for new and existing Outset customers, including clinical users, hospital-based users, and home users and caregivers. You will be responsible for ensuring that these various groups feel valued by Outset and working with them to solve any challenges they may encounter using Outset Medical products. You will be working closely with our Field Service Engineering team to triage any issues that may arise and quarterback the resolution of those issues.

The Technical Support Manager will own the staffing of the Technical Support & Customer Experience Center, as well as the development of training, metrics of success, and tracking to these metrics. This will include developing/managing appropriate staffing levls, managing/budgeting headcount for future planning periods, and partnering with our training team to identify and build training curriculum for both new hires and ongoing training for the existing team. Outset has a goal of resolving as many technical calls remotely as possible, and you will be tasked with driving the group to meet current targets and establish stretch and growth goals year over year.  

This role is a player/coach in that you'll be an active participant and Subject Matter Expert alongside your team in working directly with our customers, both internal and external. You will be working closely with Field Support, Field Service Engineering, Clinical Field Specialists, Sales, Engineering, Finance and Logistics. Most of your time will be spent interacting with Outset customers and ensuring that they have an optimum experience with Outset and its products. Your team will be the main point of contact for customer issues post-sales and will be the first line problem solver for any issues that customers may encounter tasked with delivering solutions to our customers.

 

Essential Job Functions and Responsibilities:

  • Must be OBSESSED with the customer and making sure they feel valued!
  • Manage a team of specialists dedicated to problem solving issues for Outset customers and our internal teams
  • Partner cross functionally to ensure that your team has the tools necessary to be successful and is fully aligned with the balance of the Outset organization
  • Handle incoming customer calls, emails and chat sessions in a clear, professional manner
  • Problem solve for customers and Field Service Engineering
  • Manage the handoff of any customer issues that cannot be solved remotely to Field Service Engineering and track the resolution of these issues to completion
  • Maintain strong interpersonal presentation and troubleshooting skills while evoking passion and confidence with your audience
  • Work with the Outset Logistics team to provide shipping information for customers
  • Provide ongoing training and solutions to customers in home, hospital and clinical settings
  • Work closely with Engineering teams to understand future roadmap development items and their impact to customers
  • Optimize our customer's user experience

 

Required Qualifications:   

  • Bachelor's Degree strongly preferred
  • 4+ years of customer service experience and/or 2+ years of call center experience
  • Experience managing/growing teams
  • Strong verbal and written communication skills
  • Excellent problem-solving skills

Mission Critical Competencies:

  1. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  2. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
  3. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
  4. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
  5. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.
  6. Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  7. Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

 Desired Qualifications:

  • Friendly, energetic and personable attitude
  • Ability to be flexible and adapt to changing business needs
  • Medical device experience is a plus
  • Multilingual highly advantageous

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers. 

And this doesn’t happen by accident. It starts with our live onboarding program, Bold Beginnings, which serves as an incubator for cross-functional team-building, an immersion in Outset’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry. In SPARK!, people managers across functions come together to master three pivotal conversations: 1) the priority conversation, 2) the performance conversation, and 3) the growth conversation. They do this in an environment that challenges, supports, and broadens mindsets. 

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career. 

An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams. 

Privacy is important to us. Please review our Applicant Privacy Notice. 

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT 

Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization. 

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