BD
Senior Manager Technical Support, Customer Support Center
BD, Durham, North Carolina, United States, 27703
Senior Manager Technical Support, Customer Support Center
Join to apply for the
Senior Manager Technical Support, Customer Support Center
role at
BD . The BD Pharmacy Automation Support organization manages remote services and support for BD customers worldwide. The Customer Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution. As a
Senior Manager, Technical Support , you will oversee the performance and quality of the service desk team, ensuring that customer interactions meet our standards. You will manage personnel, projects, and processes to optimize service delivery and support the overall success of the department. For more information regarding BD Parata Pharmacy Automation products, visit the BD Parata Pharmacy Automation product information pages. Responsibilities
Customer Relationship Management: Oversee and evaluate the team's performance and the quality of their customer interactions. Ensure teams are following proper process compliance and adherence to stated service goals. Meet regularly with key stakeholders, including clients, to ensure department needs are met. Manage and coordinate the activities of national CSC teams with accountability for P&L results, expense management, service delivery costs and service methods. Provide guidance on operational objectives and assignments that support the strategic imperatives and objectives of the organization. Personnel Management
Manage, hire, and supervise full-time employees of the Customer Support Center (CSC). Successfully manage, document, design, and assign projects. Provide clear communication, planning, organization, and priority setting. Create documentation and give clear written instructions. Follow up on multiple priorities simultaneously to accomplish tasks without sacrificing quality. Prioritize workload to ensure productivity of the CSC Specialists. Support Center Management
Fully responsible for managing the performance of the support center teams to ensure service level expectations are met. Cultivate innovative processes and procedures for continuous improvement towards operational excellence. Lead communication with stakeholders regarding support center performance and SLA adherence. Monitor staff retention and strategize recruitment efforts to suit business needs. Ensure a high standard of customer satisfaction is maintained. Coordinate with other internal and external clients as needed to ensure business success. Manage staff and activities vital to effectively coordinate the service request fulfillment life cycle based on best practices. Conduct performance evaluations that are timely and constructive. Handle discipline and termination of employees as needed and in accordance with company policy. Collaborate on policies and standard operating procedures with CSC and FS Managers. Analyze performance of CSC activities to identify any problem areas. Appraise CSC Specialists’ performance, provide feedback, take corrective actions, and oversee their training and development through coaching and mentoring. Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams. Education And Experience Required
Bachelor’s degree or equivalent experience (minimum 5 years) in account management or operations management 3–5 years of progressive experience in customer service within technical support environments, with expertise in call center operations, workflow management, and support escalation procedures 3 years of experience supervising associates in a technical support call center, focused on optimizing operations, enhancing team performance, and delivering high-quality customer service Knowledge And Skills Required
Demonstrated leadership in Application/Technical Support Centers or technical environments, with a strong ability to delegate, empower, and train large, high-performing teams Willing and able to travel up to 5–10% Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Flexible work hours with availability for on-call customer operations support BD requires on-site collaboration for most roles, with a minimum of 4 days of in-office presence per week to maintain culture and operations. Remote or field-based positions will have different workplace arrangements as indicated in the job posting. In some locations, employment may be contingent upon proof of full vaccination against COVID-19; testing may be available and/or required. Accommodation requests will be considered pursuant to applicable law. Why Join Us?
A career at BD means being part of a team that values your opinions and contributions, encourages you to bring your authentic self to work, and supports your learning and growth. BD aims to reinvent the future of health by enabling people to see the bigger picture and contribute to transformative solutions. To learn more about BD, visit the careers page at
https://bd.com/careers . Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.
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Join to apply for the
Senior Manager Technical Support, Customer Support Center
role at
BD . The BD Pharmacy Automation Support organization manages remote services and support for BD customers worldwide. The Customer Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution. As a
Senior Manager, Technical Support , you will oversee the performance and quality of the service desk team, ensuring that customer interactions meet our standards. You will manage personnel, projects, and processes to optimize service delivery and support the overall success of the department. For more information regarding BD Parata Pharmacy Automation products, visit the BD Parata Pharmacy Automation product information pages. Responsibilities
Customer Relationship Management: Oversee and evaluate the team's performance and the quality of their customer interactions. Ensure teams are following proper process compliance and adherence to stated service goals. Meet regularly with key stakeholders, including clients, to ensure department needs are met. Manage and coordinate the activities of national CSC teams with accountability for P&L results, expense management, service delivery costs and service methods. Provide guidance on operational objectives and assignments that support the strategic imperatives and objectives of the organization. Personnel Management
Manage, hire, and supervise full-time employees of the Customer Support Center (CSC). Successfully manage, document, design, and assign projects. Provide clear communication, planning, organization, and priority setting. Create documentation and give clear written instructions. Follow up on multiple priorities simultaneously to accomplish tasks without sacrificing quality. Prioritize workload to ensure productivity of the CSC Specialists. Support Center Management
Fully responsible for managing the performance of the support center teams to ensure service level expectations are met. Cultivate innovative processes and procedures for continuous improvement towards operational excellence. Lead communication with stakeholders regarding support center performance and SLA adherence. Monitor staff retention and strategize recruitment efforts to suit business needs. Ensure a high standard of customer satisfaction is maintained. Coordinate with other internal and external clients as needed to ensure business success. Manage staff and activities vital to effectively coordinate the service request fulfillment life cycle based on best practices. Conduct performance evaluations that are timely and constructive. Handle discipline and termination of employees as needed and in accordance with company policy. Collaborate on policies and standard operating procedures with CSC and FS Managers. Analyze performance of CSC activities to identify any problem areas. Appraise CSC Specialists’ performance, provide feedback, take corrective actions, and oversee their training and development through coaching and mentoring. Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams. Education And Experience Required
Bachelor’s degree or equivalent experience (minimum 5 years) in account management or operations management 3–5 years of progressive experience in customer service within technical support environments, with expertise in call center operations, workflow management, and support escalation procedures 3 years of experience supervising associates in a technical support call center, focused on optimizing operations, enhancing team performance, and delivering high-quality customer service Knowledge And Skills Required
Demonstrated leadership in Application/Technical Support Centers or technical environments, with a strong ability to delegate, empower, and train large, high-performing teams Willing and able to travel up to 5–10% Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Flexible work hours with availability for on-call customer operations support BD requires on-site collaboration for most roles, with a minimum of 4 days of in-office presence per week to maintain culture and operations. Remote or field-based positions will have different workplace arrangements as indicated in the job posting. In some locations, employment may be contingent upon proof of full vaccination against COVID-19; testing may be available and/or required. Accommodation requests will be considered pursuant to applicable law. Why Join Us?
A career at BD means being part of a team that values your opinions and contributions, encourages you to bring your authentic self to work, and supports your learning and growth. BD aims to reinvent the future of health by enabling people to see the bigger picture and contribute to transformative solutions. To learn more about BD, visit the careers page at
https://bd.com/careers . Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.
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