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. 

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 Centeris 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:

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.

• 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:

• Manage, hire, and supervise full-time employees of the Customer Support Center (CSC).

• Successfully manage, document, design, and assign projects.

• Backup and support other managers and internal partners.

• 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

• Perform other duties as assigned.

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)

• Strong project management and multitasking capabilities

• Flexible work hours with availability for on-call customer operations support