Technical Support Center Manager

4 weeks ago

Kuala Lumpur, Malaysia BD Full time

**Job Description Summary**:
We are **the makers of possible**

BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

**Why Join Us?**

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a **maker of possible **with us

**Role Summary**:

- The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers. The Technical Support Center team manages the remote service and support for BD customers worldwide. The Technical Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution.
- As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.

**Responsibilities**:
**Technical Account Management Duties**:

- Owns strategic customer oversight and leadership direction within the Customer Service function
- Review and own customer satisfaction metrics as it relates to regionally aligned accounts, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
- Participate and present Service Metrics in a QBR as it relates to account performance
- Key member of the extended account management team including professional services, customer success team, sales, and field service
- Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction
- Communicate regular status of customer and product issues to Internal and External clients for escalated events
- Present technical root cause analysis or failure investigations
- Available on an as need basis to investigate and manage escalated customer issues around the clock, including weekends and holidays
- Manage accounts headquartered within the manager’s region along with assigned national accounts

**Technical Operations Management Duties**:

- Owns strategic oversight and leadership direction within the customer service function
- Manage assigned team, including new hire process, promotion of team members, performance management, adherence and address personal employee concerns
- Assesses training needs and ensures all agents are properly trained to support respective product including conducting individual coaching, and professional development as it relates to the customer experience
- Assesses current workflow, providing options and tool sets to recommend and identify areas of improvement and drive for optimization of current or implementation of new or more suitable tools
- Establishes and communicates processes and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success
- Motivates a team of technical service representatives, coordinators and supervisors through the creation and implementation of performance coaching, feedback, development planning, retention and incentive programs
- Review customer satisfaction metrics as it relates employee performance, INR (Issue not Resolved), CES (Customer Efficiency Score) and OSAT (Overall Customer Satisfaction)
- Own Service Level metrics which includes Speed of answer, abandonment rate and RONA
- Maintain strong working knowledge of new and existing Pyxis releases / products

**Job Requirements**:

- Bachelor’s degree required in account management or operations management.
- Bachelor’s degree in a technical field required. Master’s Degree, a plus.
- A minimum 5 years proven management experience technical support center
- Proven leadership experience in Application/Technical Support Ce

  • Technical Support Center Specialist

    1 month ago

    Kuala Lumpur, Malaysia BD Full time

    **Job Description Summary**: This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms...

  • Technical Support Center Specialist

    1 month ago

    Kuala Lumpur, Malaysia BD Full time

    **Job Description Summary**: This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms...

  • Technical Support Center Specialist

    1 month ago

    Kuala Lumpur, Malaysia BD Philippines Full time

    **Be part of something bigger at BD.** Here, you’ll help us share our innovative solutions with more clinics, physicians, pharmacies and medical entities which will in turn benefit the health and well-being of people and patients all over the nation. It’s an exciting, challenging and rewarding role, but you’ll be working from a place of strength thanks...

  • Technical Support

    1 month ago

    Kuala Lumpur, Malaysia Eteam Workforce Sdn Bhd Full time

    This is Niharika from Eteam. We are hiring Mandarin speakers to work with one of our clients. Below are the job details Role - Technical Support - Mandarin Location - KL Sentral Type - Permanent Shift - 9am - 6pm Joining - 7th Aug Interview - Online interiew Minimum Diploma Holder major in **IT/Computer or Engineering** (Fresh Graduates or with...

  • IT Technician Support

    2 days ago

    Kuala Lumpur, Malaysia BRIGHT LANGUAGE CENTER Full time

    IT Technician diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. IT Technician responsibilities include installing and configuring computer hardware and being the primary point of contact for IT support within a company. - solving abilities for the position of IT Technician. The duties of an IT...

  • Technical Support

    4 weeks ago

    Kuala Lumpur, Malaysia FirstWorks Group Sdn. Bhd. Full time

    **Job Description**: - To understand overall technical support ticketing process and procedure. - Complete technical tasks and assignment according to ticketing system. - Track ticket status and make sure no missing SLA (service level agreement) complaints. - To prepare daily and detailed technical support reports to customers. - Updating daily and weekly...

  • IT Technical Support

    4 days ago

    Kuala Lumpur, Malaysia Tan Chong Motor Holdings Berhad Full time

    **Job Summary**: As an IT Technical Support, you are responsible to provide technical support on computer hardware, and etc. within the stipulated Service Level Agreement (SLA). You are also responsible to provide support on Telephone System and mobile devices. **Responsibilities**: - Respond to and resolve request/issues assigned through the ticketing...

  • Technical Support Engineer

    4 days ago

    Kuala Lumpur, Malaysia Kofax Full time

    Job Purpose: The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent...

  • I-center Manager

    1 month ago

    Kuala Lumpur, Malaysia AGENSI PEKERJAAN THE SUPREME HR ADVISORY SDN. BHD. Full time

    **Performance Bonus**: - **Flexible Work**: - **Based in KL** **Interested applicants can also send your updated resume and allow our Consultant to match you with our Clients.** **Job Scope**: - Ensuring the maximization of center revenue and profit and maintaining a consistently high standard of customer service in the center. - To ensure we set the...

  • IT Technical Support

    1 month ago

    Kuala Lumpur, Malaysia VTA Corporation Sdn Bhd Full time

    Key responsibilities - Provides onsite/on-line support to customers for assigned Project or incidents. - Delivers support and advice on Hardware and Software for Customer/Business Partner. - Able to handle multiple projects simultaneously and needs to be proactive. - Resolve technical problems; identify and diagnose problem escalation and solution tracking....

  • IT Technical Support

    4 days ago

    Kuala Lumpur, Malaysia Tan Chong Group Full time

    **Job Summary**: **Responsibilities**: - Respond to and resolve requests/issues assigned through the ticketing system and ensure SLA is met. - Provide technical support on computers, IT peripherals, Telephone PABX, and mobile devices. - Manage and maintain computer asset inventory including hardware, software, and software licenses using ITAM solution. -...

  • Technical Support Executive

    1 month ago

    Kuala Lumpur, Malaysia NEXUS FINTRADE LIMITED Full time

    **Position Objective**: The objective of the Technical Support Executive position at Nexus Fintrade Limited is to provide exemplary technical assistance and support to both our clients and internal teams, ensuring the seamless operation of our proprietary software and platforms. As a member of our dynamic team, your goal is to deliver prompt and proficient...

  • Regional Technical Support Engineer

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    about the jobrole:Perform a variety of complicated work related tasksPerform technical training to MU EngineersCapable of working with little supervision based upon trainingIn all aspect of the job, need to have a higher standard of conduct. technical: Render Onsite and phone assistance to customers and fellow associatesSupport Customer Engineer MU for...

  • Thai technical support

    2 days ago

    Kuala Lumpur, Malaysia Scicom Full time

    Job Description Thai Technical Support Executive LEADING BRAND IN COMPUTERS. The Position: Technical Support Executive - THAI Language Support The Executive –Technical Support will be required to manage incoming calls and emails pertaining to PCs, Laptops and related products and services. The position will require you to support the contact centre in...

  • Technical Support Analyst

    1 month ago

    Kuala Lumpur, Malaysia Kamlax Global Technologies SDN BHD Full time

    **Job Title **:Technical Support Analyst **Max salary**:RM7500 **Location**: Kuala Lumpur. **Experience range**: 3-5+ years **Job Description (JD)**: - Manage and lead a team to ensure project(s) and support is provided in proactive, timely and effective manner. - Constantly manage communication and relationship with Leads, direct supervisor and peers. -...

  • Technical Support Lead

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Technical Support LeadSaaS providerHybrid work & flexibleExciting Emerging AI products about the company Your future employer is a groundbreaking SaaS provider revolutionising the enterprise landscape with in-house decentralised AI solutions. They empower enterprises to harness the power of artificial intelligence, providing automation and enabling seamless...

  • Technical Support Lead

    2 weeks ago

    Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Technical Support LeadSaaS providerHybrid work & flexibleExciting Emerging AI productsabout the companyYour future employer is a groundbreaking SaaS provider revolutionising the enterprise landscape with in-house decentralised AI solutions. They empower enterprises to harness the power of artificial intelligence, providing automation and enabling seamless...

  • Technical Support Lead

    1 month ago

    Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Technical Support LeadSaaS providerHybrid work & flexibleExciting Emerging AI productsabout the companyYour future employer is a groundbreaking SaaS provider revolutionising the enterprise landscape with in-house decentralised AI solutions. They empower enterprises to harness the power of artificial intelligence, providing automation and enabling seamless...

  • IT Technical Support Executive

    1 month ago

    Kuala Lumpur, Malaysia WARISAN TC HOLDINGS BERHAD Full time

    **Responsibilities**: - Diagnosing and resolving technical issues reported by customers or end-users. - Providing customer support and assistance through various communication channels. - Documenting and tracking reported issues, troubleshooting steps, and solutions. - Acquiring in-depth product knowledge and staying updated on new features and updates. -...

  • Technical Support Specialist

    1 month ago

    Kuala Lumpur, Malaysia Quandatics (M) Sdn Bhd Full time

    Diagnose and troubleshoot technical issues related to POS hardware, software, and network systems to ensure timely resolution and mínimal disruption to business operations. - Guide customers through troubleshooting steps specific to POS systems, ensuring a clear understanding and effective problem resolution tailored to their needs. - Maintain accurate...