Job Description Summary
Job Description
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.
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We are looking for an experienced Technical Support Manager to lead a team responsible for supporting our BD Rx Automation products. This role requires extensive experience in managing technical and application support teams, as well as hands-on skills to resolve software and application issues when necessary. Reporting to the Associate Director, Technical Support MMS located at our Durham NC site in US, the ideal candidate is customer-focused and skilled in troubleshooting, with a strong background in managing technical support operations and customer-facing interactions. As a key contributor in this role, you'll have a significant impact on our expanding business. This Canada field remote-based position can be in Quebec, Ontario or Manitoba.
Responsibilities:
- Manage Remote Support: Lead a Customer Support Center focused on the BD Pharmacy Automation products. Oversee projects focused on developing best practices, use cases, and proof-of-concept demonstrations. Drive the creation of knowledge articles and reference materials for both internal teams and customers. Guide the team in proactive support to improve customer satisfaction and effective product use.
- Oversee Technical Support Operations: Supervise technical support channels, including phone, email, and ticketing systems, ensuring quick and effective issue resolution. Serve as the initial escalation point for complex issues, providing support and guidance. Develop and maintain structured processes for after-hours support to guarantee timely responses to customer inquiries.
- Manage Escalation Process: Oversee the escalation of technical and application issues to the engineering team when needed. Develop a structured escalation process for efficient handling and prompt resolution of escalated issues.
- Track Reporting and Metrics: Monitor and report on KPIs for technical and application support teams. Analyze data to identify trends, contributing valuable insights to drive product improvements and support company objectives.
Knowledge and Skills:
- Demonstrates excellent verbal and written communication skills.
- Able to convey information clearly and concisely to diverse audiences, ensuring understanding and engagement.
- Strong problem-solving abilities with a customer-focused mindset, and commitment for excellence.
- Proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, take ownership of activities, and communicate progress and outcomes proactively and effectively.
- Works with a sense of urgency without sacrificing attention to detail
- Continually strives to improve products and services.
Education and Experience:
- Bachelor's degree or College diploma, in engineering, computer science, or a related business or technical field.
- 5+ years experience in technical or application support role with a demonstrated record in leadership or project management.
- 2+ years experience supervising a team virtually, including team development, coaching, and performance management.
- Bilingual and fluent in both English and French (read, speak, write) required to communicate with colleagues and customers.
- Proven experience managing support operations and collaborating across functions, including sales, engineering, and customer success.
- Familiarity with robotics systems and vision technologies, especially vision-guided robotics, is a plus.
- Strong track record in delivering customer-centric support and resolving complex technical issues effectively.
- Proficiency with MS Office tools (Word, Outlook, Excel), and Salesforce (or similar CRM).
Description de poste en Français - Afin de faciliter la lecture, nous avons employé le masculin comme genre neutre
Nous recherchons un/une Responsable du support technique expérimenté(e) pour diriger une équipe chargée du support de nos produits BD Rx Automation. Ce poste requiert une grande expérience dans la gestion d'équipes de support technique et applicatif, ainsi que des compétences pratiques pour résoudre les problèmes liés aux logiciels et aux applications, le cas échéant. Sous la responsabilité du Directeur Associé, Support Technique MMS situé sur notre site de Durham NC aux Etats-Unis, le candidat idéal est orienté vers le client et compétent en matière de dépannage, avec une solide expérience dans la gestion des opérations de support technique et des interactions avec les clients. En tant que collaborateur clé dans ce poste, vous aurez un impact significatif sur nos activités en expansion. Cette poste télétravail basé au Canada peut être situé au Québec, en Ontario ou au Manitoba.
Responsabilités :
- Gérer l'assistance à distance : Diriger un centre d'assistance à la clientèle axé sur les produits BD Pharmacy Automation. Superviser les projets axés sur le développement des meilleures pratiques, des cas d'utilisation et des démonstrations de validation de concept. Diriger la création d'articles de connaissance et de matériel de référence pour les équipes internes et les clients. Guider l'équipe dans un soutien proactif afin d'améliorer la satisfaction des clients et l'efficacité de l'utilisation des produits.
- Superviser les opérations de support technique : Superviser les canaux d'assistance technique, y compris le téléphone, le courrier électronique et les systèmes de billetterie, en veillant à ce que les problèmes soient résolus rapidement et efficacement. Servir de point d'escalade initial pour les problèmes complexes, en fournissant une assistance et des conseils. Élaborer et maintenir des processus structurés pour l'assistance en dehors des heures de bureau afin de garantir des réponses rapides aux demandes des clients.
- Gérer le processus d'escalade : Superviser la remontée des problèmes techniques et applicatifs vers l'équipe d'ingénieurs si nécessaire. Développer un processus structuré d'escalade pour un traitement efficace et une résolution rapide des problèmes remontés.
- Suivi des rapports et des mesures : Contrôler et établir des rapports sur les indicateurs clés de performance pour les équipes d'assistance technique et applicative. Analyser les données pour identifier les tendances, en apportant des informations précieuses pour améliorer les produits et soutenir les objectifs de l'entreprise.
Connaissances et compétences :
- Faire preuve d'excellentes aptitudes à la communication orale et écrite.
- Capable de transmettre des informations de manière claire et concise à des publics divers, afin d'assurer la compréhension et l'engagement.
- Solides capacités de résolution de problèmes, esprit orienté vers le client et engagement pour l'excellence.
- Expérience avérée de l'utilisation de la diligence raisonnable et des approches fondées sur les données pour résoudre les problèmes, faire preuve d'objectivité et de professionnalisme, s'approprier les activités et communiquer les progrès et les résultats de manière proactive et efficace.
- Travaille dans l'urgence sans sacrifier le souci du détail
- S'efforce en permanence d'améliorer les produits et les services.
Formation et expérience :
- Baccalauréat ou diplôme universitaire en ingénierie, en informatique ou dans un domaine commercial ou technique connexe.
- Plus de 5 ans d'expérience dans un poste d'assistance technique ou applicative avec une expérience démontrée en matière de leadership ou de gestion de projet.
- Expérience de plus de 2 ans dans la supervision d'une équipe (virtuel inclus), y compris le développement de l'équipe, le coaching et la gestion des performances.
- Bilingue en anglais et en français (lu, parlé, écrit) requis pour communiquer avec les collègues et les clients.
- Expérience confirmée de la gestion des opérations de support et de la collaboration entre les différentes fonctions, y compris les ventes, l'ingénierie et le succès des clients.
- Une bonne connaissance des systèmes robotiques et des technologies de vision, en particulier de la robotique guidée par la vision, est un atout.
- Solide expérience dans la fourniture d'une assistance centrée sur le client et dans la résolution efficace de problèmes techniques complexes.
- Maîtrise des outils MS Office (Word, Outlook, Excel) et de Salesforce (ou d'un CRM similaire).
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.
For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
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.
To learn more about BD visit https://bd.com/careers
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Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.
Required Skills
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Primary Work Location
CAN Québec - Boulevard du Parc Technologique
Additional Locations
Work Shift