Technical Support Manager (Durham, North Carolina)

BD • Durham, NC

190d

About The Position

The Pharmacy Automation (Rx Auto) Customer Support Center (CSC) provides technical support to BD's customers, managing the remote service and support for BD customers worldwide, delivering an exceptional customer experience through consistent and timely issue resolution. We are the makers of possible 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.

Requirements

• Bachelor's degree in a technical field or a HS diploma with a minimum of 5 years confirmed management experience in a technical support center.
• Proven leadership experience in Application/Technical Support Center or a technical environment.
• Flexibility managing shift coverage in a 24x7x365 on-call operation.
• Some travel required, typically 5-10%.
• Proficient with Microsoft Office products including Outlook, Word, Excel, and PowerPoint.
• Proven project management and multitasking skills.
• Must be flexible in working hours and available for on-call customer operations support.

Responsibilities

• Oversee all day-to-day operations of agents and supervisors in the Rx Auto CSC.
• Recommend, develop, and implement continuous improvements within the assigned team.
• Serve as a customer advocate and point of contact for key initiatives and corporate projects.
• Manage performance management and coaching for team members.
• Conduct departmental analytics and salary planning.
• Ensure timely and accurate dispatch of field service resources.
• Develop processes and procedures to implement functional Service and Support strategies.
• Assess training needs and ensure all agents are properly trained.
• Evaluate current resource needs and forecast to ensure adequate supply of candidates.
• Establish and communicate processes and goals, reviewing reported results and KPIs.
• Motivate a team of technical service representatives, coordinators, and supervisors.
• Review customer satisfaction metrics related to employee performance.
• Own Service Level metrics including Speed of answer and abandonment rate.
• Maintain strong understanding of new and existing Pyxis releases/products.
• Participate in manager/supervisor on-call rotation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree