Senior Manager Technical Support, Customer Support Center

Senior Manager, Technical Support

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 usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities. We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow, and become your best self. Become a maker of possible with us.

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.

Job responsibilities :

• 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.
• Manages and coordinates the activities of national CSC teams with accountability for P&L results, expense management, service delivery costs, and service methods.
• Provides guidance on operational objectives and assignments that support the strategic imperatives and objectives of the organization.

Personnel Management :

Support Center Management :

Education and Experience required :

Knowledge and Skills required :

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.

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day. 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.

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.