Technical Support Manager
| Company | Becton Dickinson |
|---|---|
| Location | Durham, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in a technical field or a HS diploma with a minimum 5 years confirmed management experience in a technical support center
- Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large sophisticated teams
- Flexibility managing shift coverage in a 24x7x365 on-call operation
- 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.
Responsibilities
- 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 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 evolving critical metrics
- Maintain strong solid understanding of new and existing RxAuto releases / products
- Participate in manager/supervisor on-call rotation
Preferred Qualifications
- Some travel required, typically 5-10%