Job Description Summary

Department Overview
BD is one of the largest global medical technology companies, advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The MMS Service & Support organization provides technical service and field support to BD dispensing customers, with a mission centered on patient safety and uninterrupted medication management.

Purpose of the Role
The Director, Customer Support Center (CSC), is a senior leader responsible for strategy, execution, and continuous improvement across Technical Support and related service operations. This role oversees Technical Support (Tier 1–3), Workforce Management, Quality Assurance, Knowledge Management, Customer Escalations, Analytics, and Continuous Improvement for our customer support center in Kuala Lumpur.
The Director collaborates with Field Service, Engineering, Product, Quality/Regulatory, Supply Chain, and Commercial teams to elevate customer experience, improve service reliability, and reduce time to resolution.

Job Description

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. The company develops innovative technology, services and solutions that help advance both clinical therapy for patients and clinical process for health care providers. BD and its more than 70,000 employees have a passion and commitment to help improve patient outcomes, improve the safety and efficiency of clinicians’ care delivery process, enable laboratory scientists to accurately detect disease and advance researchers’ capabilities to develop the next generation of diagnostics and therapeutics.

BD has a presence in virtually every country and partners with organizations around the world to address some of the most challenging global health issues. BD helps customers enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care.

Role overview

The MMS Service & Support organization provides technical service and field support to BD dispensing customers, with a mission centered on patient safety and uninterrupted medication management.

The Director, Customer Support Center (CSC), is a senior leader responsible for strategy, execution, and continuous improvement across Technical Support and related service operations. This role oversees Technical Support (Tier 1–3), Workforce Management, Quality Assurance, Knowledge Management, Customer Escalations, Analytics, and Continuous Improvement for our customer support center in Kuala Lumpur.

The Director collaborates with Field Service, Engineering, Product, Quality/Regulatory, Supply Chain, and Commercial teams to elevate customer experience, improve service reliability, and reduce time to resolution.

Responsibilities

Strategic Leadership

• Establish the strategy and vision for the CSC aligned with MMS business priorities.
• Develop long term operational plans, capacity models, and organizational design to support scalable, high quality customer support.
• Influence cross functional teams using data driven insights to ensure supportability, product quality, and customer experience are embedded from design through post market.

Operational Excellence

• Lead all CSC operations to ensure consistent, reliable, and efficient delivery of technical support services.
• Apply ITIL/ITSM and Lean principles to standardize workflows, reduce defects, and improve speed of service.
• Drive omnichannel support capabilities (phone, email, chat, portal, in product) and intelligent case routing for optimal load balancing.
• Oversee Workforce Management for accurate forecasting, capacity planning, real time management, and schedule adherence.
• Implement and maintain CRM/case management, contact center platforms, ITSM systems, and analytics tools.

Service Quality & Performance Management

• Define and manage KPIs and SLAs/OLAs such as First Contact Resolution, Mean Time to Resolve, response/resolution SLAs, backlog health, QA scores, and customer satisfaction metrics.
• Lead a comprehensive Quality Assurance program including coaching, call/case review, calibration, and voice/text analytics.
• Deliver transparent reporting, dashboards, and business reviews to senior leadership.
• Knowledge, Self Service & Automation
• Implement and govern Knowledge Centered Service (KCS) across all support tiers.
• Expand self service capabilities through a modern knowledge portal, guided workflows, and in product assistance.
• Deploy AI/automation capabilities (virtual agents, case summarization, knowledge suggestions, routing intelligence, and RPA) with strong guardrails for quality, privacy, and safety.

Financial & Resource Management

• Own the CSC operating budget, ensuring optimal resource planning, productivity, and cost management.
• Build strong business cases for technology, headcount, and operational investments.
• Monitor return on investment and ensure financial stewardship.

Compliance, Risk Management & Business Continuity

• Ensure adherence to regulatory and quality system standards (e.g., FDA QSR/21 CFR 820, ISO 13485/9001, HIPAA, GDPR, and MMS policies).
• Partner with Quality/Regulatory to support complaint handling, vigilance, CAPA, and post market surveillance.
• Maintain business continuity and incident management processes ensuring readiness for major system or customer-impacting events.

Transformation & Change Leadership

• Lead major cross functional transformation programs such as tool migrations, process re-engineering, and support model evolution.
• Apply structured change management principles, ensuring effective communication, training, and adoption.
• Demonstrate management courage by escalating risks, aligning stakeholders, and ensuring accountability.

Talent, Culture & Leadership

• Build a strong leadership bench and develop a high performing, inclusive, and customer-centric team culture.
• Provide coaching, mentorship, and development pathways across Technical Support and CSC functions.
• Champion operational discipline, continuous improvement, and service excellence.

Requirements

• Bachelor’s degree required; advanced degree (MBA, MS) preferred.
• At least 10+ years of experience in contact center leadership in product/manufacturing settings, ideally with exposure to Technical Support operations.
• Experience in healthcare, med tech, or other regulated industries highly desirable.
• Proven success operating a large scale technical support organization in a complex or regulated environment.
• Expertise in ITIL/ITSM, Knowledge Centered Service (KCS), and Lean/continuous improvement methodologies.
• Strong understanding of contact center operations, Workforce Management, QA programs, and support analytics.
• Experience managing CRM/case management, contact center technology, ITSM platforms, and BI reporting systems.
• Demonstrated success driving product feedback loops with R&D/Engineering, Quality, and Field Service.
• Strong financial acumen including budget ownership and resource planning.
• High emotional intelligence with the ability to lead through influence and inspire trust.
• Excellent written and verbal communication skills, including executive level reporting.
• Calm, clear decision maker under pressure with strong conflict resolution capabilities.
• Highly organized with strong prioritization skills in fast moving, complex environments.
• Strong stakeholder engagement, negotiation, and cross functional leadership abilities.
• Flexibility to work North American business hours with occasional after hours support for escalations or major events.
• Ability to travel internationally up to 20% for site visits, customer meetings, or leadership forums.

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY1 Standard (Malaysia)