Technical Support Center Manager

BD Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading medical technology company in Kuala Lumpur is seeking a Technical Support Center Manager. The role encompasses overseeing customer service, managing teams, and enhancing technical operations. Ideal candidates should have a bachelor's degree in relevant fields, robust management experience, and strong proficiency in Microsoft Office. The position demands flexibility with 24/7 operations and includes responsibilities such as developing efficient processes and ensuring customer satisfaction. Join a culture that promotes collaboration and innovation in the healthcare industry.

Benefits

Inclusive and rewarding culture

Opportunities for professional development

Qualifications

• Minimum 5 years proven management experience in a technical support center.
• Experience in leading complex technical teams.
• Ability to manage shift coverage in a 24x7 environment.

Responsibilities

• Oversee customer satisfaction metrics and provide leadership.
• Manage accounts and lead escalation activities.
• Develop processes to enhance employee efficiency.

Skills

Leadership

Account management

Technical support

Project management

Multitasking

Education

Bachelor’s degree in account or operations management

Bachelor’s degree in a technical field

Master’s Degree

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job description

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.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us!

Overview

As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused on building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions: Technical Account Management and Operations Management.

Responsibilities

• 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 to 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

Requirements

• Bachelor’s degree required in account management or operations management
• Bachelor’s degree in a technical field required; Master’s Degree is a plus
• A minimum 5 years proven management experience in a technical support center
• Proven leadership experience in Application/Technical Support Center or a technical environment with the ability to delegate, motivate and train large complex teams
• Flexibility in 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 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.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

To learn more about BD visit: https://bd.com/careers

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