BD (Becton, Dickinson and Company) Technical Support Center Manager in Kuala Lumpur, Malaysia

Job Description Summary

Job Description

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Key Responsibilities

The Technical Support Call Center Manager is responsible but not limited to:

 Manages professional employees and /or supervisors; generally manages business support and technical staff

 Oversee budget and financial resources through timecard, additional capital expenditures and other cost associated with team performance delivery

 Oversee coverage, balance resources and lift up gaps to be addressed collaboratively across the Technical Support organization

 Assist in the development and refinement of processes and procedures supporting the functional strategies of the Technical Support organization

Vacancy Details

Job Title: Technical Support Center Manager

I. Purpose of Role

As a Technical Support Center Manager you will work with a diverse group of leaders across a multifunctional Global Customer Service organization focused in building and delivering consistent and quality customer support experience.

Key Role Overview:

 Manage team including the selection process of new personnel, promotion of team members and resolution of employee issues through department and HR processes.

 Motivate a team of technical service specialist, leads and supervisors through the implementation of performance coaching, training planning, development planning and incentive programs.

 Responsible for establishing and communicating process and goals, reviewing reported results and KPIs to improve productivity, highlight deficiencies and drive changes through the use of tools, training, process reporting and employee engagement

 Facilitate customer resolutions of service center issues and escalations, determining and initiating appropriate action plans through collaboration

II. Key Responsibilities

The Technical Support Call Center Manager is responsible but not limited to:

 Manages professional employees and /or supervisors; generally manages business support and technical staff

 Oversee budget and financial resources through timecard, additional capital expenditures and other cost associated with team performance delivery

 Oversee coverage, balance resources and lift up gaps to be addressed collaboratively across the Technical Support organization

 Assist in the development and refinement of processes and procedures supporting the functional strategies of the Technical Support organization

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

 

and its evolution over time in alignment with the department and organizational goals.

 Maintaining and reporting on customer and product issues; while maintaining technical knowledge and understanding of our products and solutions in order to provide and facilitate technical guidance to employees and in discussions with customers

III. Requirement:

 The ideal candidate needs to be flexible managing shift coverage in a 24x7x365 on call operations. The ideal candidate must demonstrate the willingness and capability of prioritization of multi-tasking; by taking on several duties, tasks, projects and/or responsibilities at one time.

 Some Travel Required, up to 20%.

 Bachelor’s degree preferred; 3-5 years of proven work experience.

 Proven leadership experience in a call center or technical environment with an ability to delegate, motivate and train large complex teams.

 Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint

 Excellent Interpersonal and communication skills.

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.