Technical Support Manager (Durham, North Carolina)

Pharmacy Automation Manager

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.

Reporting to the Director of Technical Support, the Manager of the Rx Auto CSC is responsible for the oversight of all day-to-day operations of agents and supervisors, recommending, developing, and implementing continuous improvements within the assigned team. The manager will also serve as a customer advocate and point of contact for key initiatives and corporate projects. Other duties consist of performance management and coaching, departmental analytics, salary planning, timely and accurate dispatch of field service resources, and resource administration.

Keys to success in this position are the ability to collaborate with peers and to develop and maintain strong relationships, both within Parata and the customer base. Occasional overtime, after-hours on-call, and weekend work is required. This position is based out of the Durham, NC office and will report in on a Hybrid schedule.

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 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 Pyxis releases / products
• Participate in manager/supervisor on-call rotation

Experience:

• 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
• 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.

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.

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.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.