Job DescriptionAs a Global Technical Support(GTS) Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused in building and delivering the next level of our technical customer service experience. The GTS Manager's responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management.
Technical Account Management Duties- 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 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
Education and Experience:- Bachelor's degree and 5 years management experience, or Associate's degree and 7 years of management experience required.
- Experience in a technical support center highly preferred
- Bachelor's degree in a technical field required. Master's Degree, a plus.
- Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams
- Flexibility managing shift coverage in a 24x7x365 on-call operation
- Some travel required, typically 5-10%
- Must possess valid driver's license and meet BD's auto safety standards.
- Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint Proven project management and multitasking skills
Physical/Mental Requirements:- 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.
At BD, we are committed to supporting our associates' well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:
Health and Well-being Benefits
Medical coverage, Health Savings Accounts, Flexible Spending Accounts, Dental coverage, Vision coverage, Hospital Care Insurance, Critical Illness Insurance, Accidental Injury Insurance, Life and AD&D insurance, Short-term disability coverage, Long-term disability insurance, Long-term care with life insurance.
Other Well-being Resources
Anxiety management program, wellness incentives, sleep improvement program, diabetes management program, virtual physical therapy, emotional/mental health support programs, weight management programs, gastrointestinal health program, substance use management program, musculoskeletal surgery, cancer treatment, and bariatric surgery benefit.
Retirement and Financial Well-being
BD 401(k) Plan, BD Deferred Compensation and Restoration Plan, 529 College Savings Plan, financial counseling, Baxter Credit Union (BCU), Daily Pay, college financial aid and application guidance.
Life Balance Programs
Paid time off (PTO), including all required State leaves, educational assistance/tuition reimbursement, MetLife Legal Plan, group auto and home insurance, pet insurance, commuter benefits, discounts on products and services, Academic Achievement Scholarship, Service Recognition Awards, employer matching donation, workplace accommodations.
Other Life Balance Programs
Adoption assistance, backup day care and eldercare, support for neurodivergent adults, children, and caregivers, caregiving assistance for elderly and special needs individuals, Employee Assistance Program (EAP), paid parental leave, support for fertility, birthing, postpartum, and age-related hormonal changes.
Leave Programs
Bereavement leaves, Military leave, Personal leave, Family and Medical Leave (FML), Jury and Witness Duty Leave.
Primary Work LocationUSA CA - San Diego Bldg A&B
Additional LocationsUSA TX - San Antonio
Work ShiftAt BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."
Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.
Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
Salary Range Information$115,500.00 - $184,800.00 USD Annual
