Meet the team: 

Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes. 

Position Summary: 
This role serves as the technical lead across endpoint technologies, providing architectural direction, governance, and technical leadership for Windows (MECM/Intune) and macOS (Jamf Cloud) platforms. The Senior Staff Endpoint Engineer defines standards, leads global engineering initiatives, and acts as the highest-level escalation point for endpoint systems. 

Where you come in:  

• Take calls on patient inquiries, product/service concerns, and technical issues relating to Dexcom product. 

• Serve as first point-of-contact for patients and medical professionals on all technical and service levels.  Coordinate with Quality Assurance to ensure customer satisfaction. 

• Respond to patient phone calls and emails with troubleshooting tips and specific instructions.  Review and discuss data with patients.  May require some training of patients over the phone. 

• Onboard NEW patient to Dexcom CGM as well as act as a point of contact for Health Care Professionals, which involves outbound and inbound patient contact on a daily basis such as answering incoming calls, placing calls, and assisting patients with any questions around device functionality and/or on-going use of the Dexcom CGM system.  

• Triage and disposition of patient inquiries. 

• Prospect and contact New Patients.  Describe the Benefits of CGM and Dexcom, Determine Need and Fit including the financial feasibility for Patient.  Educate patients and healthcare professionals on Continuous Glucose Monitoring (CGM). Have the ability to describe Dexcom products functionality, compare to competitor products and be well versed in Diabetes. 

• Proactively manages assigned territory pipeline to ensure prompt follow-up and execution. 

• Conducts Benefit Investigations and conveys coverage to the customer. 

• Consistently achieves monthly sales quotas and Key Performance Metrics. 

• Use and maintain software and databases appropriately in order to document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards. 

• Trains and mentors new team members. 

• Works with management to document and facilitate the rollout of new processes as well as participate in new product training (as required when new products are launched). 

• Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position 

What makes you successful:  

• Language fluency in both English and French preferred – written and oral communication.  

• Innate ability to multitask while handling a variety of sales and problem solving matters while exhibiting strong customer service skills and excellent phone acumen. 

• Proven track record in both customer service and advanced selling techniques, overcoming objections and closing for business. 

• Strong verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence. 

• Superior phone acumen and ability to show empathy to customers. 

What you’ll get:  

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community. 

• A full and comprehensive benefits program. 

• Growth opportunities on a global scale. 

• Access to career development through in-house learning programs and/or qualified tuition reimbursement. 

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.  

Travel Required:  

• 5-15% 

Experience and Education Requirements:  

• Typically requires a minimum of 4 – 6 years of related experience and High School diploma / certificate or equivalent.  

Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.