Technical Product Support Supervisor - Med Device

Sequel Med Tech

Marlborough, MA, USA

Published: 6/14/2022

Technology

Full Time

Job Description

About Sequel 

Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all.  Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management. 

Job Overview 

Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Technical Support Supervisor, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include building and leading a team, responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually. 

The following 2 shifts available:

8:00 PM – 4:30 AM EST Monday - Wednesday, noon – 8:30 PM EST Saturday and Sunday
8:00 PM – 4:30 AM EST Saturday - Wednesday

Job Responsibilities and Essential Duties

Supervise a group of Technical Product Support Specialists.
Assign tasks to and monitors the calls of Technical Product Support Specialists at regular intervals.
Assists in the onboarding and training of new Technical Product Support Specialists.  
Analyze call statistics and performance metrics.
Manage escalated calls and issues as needed; engage leadership as required.
Lead, inspire, and mentor the team to deliver best-in-class service.  
Foster a customer-centric culture focused on responsiveness and problem resolution.  
Provide effective coaching and motivation and insightful feedback.   
Lead the team to assure consistency of team quality audits and calibration of quality scoring within the team.  
Identify and implement process improvements that enhance customer experience.  
Maintain standard operating procedures for issue resolution and escalation.  
Ensures adherence to Regulatory, quality and accreditation standards. 
Supports call queues during periods of lower staffing or high call volume.

Minimum Requirements

Bachelor's degree in health-related field preferred, or commensurate experience. 
3+ years of experience in a fast-paced, high volume, FDA-regulated call center. 
Previous leadership experience in a supervisory or managerial role preferred.
Medical device troubleshooting or product support experience required. 
Experience with Automated Insulin Delivery (AID) systems strongly preferred.

Required Knowledge, Skills and Abilities

Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email. 
Able to understand flow charts, technical information, and ability to use multiple applications at once. 
Has been promoted or given special projects in a technical role. 
Experience providing omni-channel remote support, particularly in a high volume, regulated environment.  
Skilled in using CRM tools; experience with Salesforce.com preferred. 
Ability to provide technical information in an easy-to-understand manner. 
Working knowledge of Microsoft Office applications. 
Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required. 
Position remotely based with potential travel for meetings but requires 1 week of travel for new hire training meeting at Sequel’s home office in Marlborough, MA.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

At Sequel, we believe that when you thrive, we thrive. That’s why we’ve designed a benefits package that’s as thoughtful as it is generous. From day one, you’re automatically enrolled in our 401k plan—no waiting, no worries—with a 6% company match and 100% immediate vesting. We prioritize your well-being, especially for our employees and their families living with diabetes, with capped out-of-pocket insulin costs and GLP-1 coverage across all plans. With multiple medical plans through Aetna, including a 100% company-paid high deductible plan paired with employer HSA contributions, you can select what suits your needs. Additional benefits include vision and dental plans, employer-paid short-term disability, and voluntary options like accident and pet insurance.

Need time to relax and recharge? You’ll enjoy flexible PTO and generous paid holidays, all while being part of a culture that values hard work, fun, and support. We don’t just offer jobs—we offer careers that build futures. Join us, and let’s grow together!

Environmental/Safety/Physical Work Conditions 

Ensures environmental consciousness and safe practices are exhibited in decisions 
Use of computer and telephone equipment and other related office accessories/devices to complete assignments 
May work extended hours during peak business cycles 
Physical requirements such as lifting specific weights 
Some travelling is expected

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