Technical Support Specialist - Medical Device F/H

Created in 2015, Diabeloop gathers the personality, the passion and the skills of close to 100 (December 2020) talented individuals, in France (Grenoble and Paris) and internationally. All of them feel empowered by the same mission: 

• make our innovations accessible to people living with Type 1 diabetes ; 
• unload their heavy mental burden, so they can live their life without interruption!

In December 2019, Diabeloop completed a 31-million-euro Series B round of funding, setting a European fundraising record in the area of therapeutic artificial intelligence. Two of our solutions received CE-marking: 

• DBLG1 System, an Automated Insulin Delivery system to automate and personalize the treatment of Type 1 diabetes - 2018 ; 
• DBL-hu, a device intended to automate the management of highly unstable diabetes - 2020. 

Diabeloop is now focusing on international commercial roll-out. 

To support Diabeloop’s strategy, roadmap and the ever growing interest for the company, we are looking for a Technical Support Specialist - Medical Device (job creation).

Working closely with Julie, your goal as a Technical Support Specialist will be to make sure Diabeloop is offering an effective technical support service to our customers, addressing their needs and building the appropriate tools and support structure required to achieve it. As such, you will be part of the Education team (9 people), whose job it is to create and deliver training to Diabeloop’s customers and/or patients.

Your duties will include the following :

• Build an easy-to-use tool for first level complexity of complaints (Troubleshooting guide) 
• Collect questions and complaints received from users, doctors and distributors and transfer them to our complaints team to ensure timely and satisfactory ticket resolution
• Act as main point of contact for key partners regarding technical assistance topics and relevant matters
• Define and evaluate Customer satisfaction : build relevant KPIs based on regular interaction and feedback collection from key customers to understand improvement opportunities and gaps
• Conduct regular market analyses and benchmark competitive practices
• Keep our tools well maintained and enriched with a mindset of continuous improvement, to be source of proposition for creative and effective solutions and processes

Location : Grenoble (no regular traveling)
Type of contract : permanent position (CDI) - full time
Start date : ASAP
Compensation : depending on profile and experience

Technical skills

• You have prior experience in a similar role in Technical/Customer Support
• You have a Bachelor’s degree in IT or Customer Relationship related studies
• Your French and your English skills are strong enough to allow you to manage a problem-solving conversation, understand technical documents and procedures, write technical guides and handle customer feedback and requests (oral & written)

Essential qualities to succeed in this role

• No (technical) issue can resist you: you are appreciated for your strong solution and customer-oriented mindset
• You demonstrate solid interpersonal skills and ability to work across several teams
• You appreciate working in a rapidly changing environment with shifting priorities
• You are a “builder” - you like to implement new ideas and tools (almost) from scratch 
• You are aware of our regulatory framework but also not afraid to step out of your comfort zone if necessary
• A little repetition in some of your tasks (ticketing) doesn’t put you off
• You are curious about new technologies and IT tools and enjoy sharing best practices

 
Icing on the cake (not required but strong plus)

• Knowledge and/or experience in the medical device industry
• You are familiar with ticketing tools such as Zendesk

WHAT WE HAVE TO OFFER

• A company mission that brings meaning and added value to people living with diabetes and their families
• The adventure of a growing scale-up, where much is still in the making
• Great synergy and solidarity among teams
• An opportunity to enjoy autonomy in your work and to contribute proactively to team projects
• Agility and flexibility as the cornerstones of our work environment and culture
• Possibility to work remotely (Home office policy)

ABOUT THE INTERVIEW PROCESS 

• Call with Marjolaine, Talent Acquisition Specialist
• Meeting with Julie D., Technical Care Specialist (including a technical test - don’t worry, nothing too stressful !)
• Exchange with Cécile, leading our Commercial efforts 

Phone, video or in person interviews in our offices? Diabeloop can adapt to any situation. In light of the current context, videoconferencing is our preferred option to meet with you.

You want to join a company that gives meaning to your work? Apply now !

For more information, take a look at our website : www.diabeloop.fr