Technical Support Center Manager

Job Description Summary

**Job Description**:
Job Title: Technical Support Center Manager

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.

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

**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 Center or a technical environment with an ability to delegate, motivate and train large complex teams
- Flexibility managing shift coverage in a 24x7x365 on-call operation
- Some travel required, typically 5-10%
- Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint
- Proven project management and multitasking skills
- Must be flexible in working hours and be available for on-call customer operations support.

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift