Technical Support Center Manager

2 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

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