Global Technical Support Manager

About this role



 We are the people who give possibilities purpose

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. 

 Job Description As a Global Technical Support(GTS) 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 GTS 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

• Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase / improve employee efficiency by providing best practice guidance

• 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

• Evaluates current resource needs and forecast to ensure adequate supply of candidates that meet current and emerging business needs

• 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

. Education and Experience: • Bachelor’s degree and 5 years management experience, or Associate’s degree and 7 years of management experience required.

• Experience in a technical support center highly preferred

• Bachelor’s degree in a technical field required. Master’s Degree, a plus.

• 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%

• Must possess valid driver's license and meet BD's auto safety standards.

• Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint Proven project management and multitasking skills

Physical/Mental Requirements: • Must be flexible in working hours and be available for on-call customer operations support.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Candidates whose job duties will be physically performed within unincorporated Los Angeles County limits: All qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. BD abides by any and all laws or regulations that impose

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