BD (Becton, Dickinson and Company) Manager, Product Support Engineering in San Diego, California

Job Description SummaryBD's Product Support Engineering Team is responsible for improving resolution time and customer experience for technically complex customer issues for Pyxis products. The team will consult, advise and directly support cases at a Tier-3 escalation level, additionally closing case escalations through to final resolution. The team proactively researches and resolves systemic issues that have a broad impact across multiple customers. Additionally, the Product Support Engineering team reports product defects, usability or quality issues and enhancement requests in partnership with R&D teams as part of BD overall quality process.

Manager of Product Support Engineering will ensure appropriate technical resources at the Product Support Engineering level to support current business requirements across entire MMS Pyxis product portfolio. This individual will have extensive technical product and management experience for overseeing team execution and continuous improvement. In addition, responsibilities will include managing team professional development, performance management and strategic initiatives.

Job Description

BD's Product Support Engineering Team is responsible for improving resolution time and customer experience for technically complex customer issues for Pyxis products. The team will consult, advise and directly support cases at a Tier-3 escalation level, additionally closingcase escalations through to final resolution. The team proactively researches and resolves systemic issues that have a broad impact across multiple customers. Additionally, the Product Support Engineering team reports product defects, usability or quality issues and enhancement requests in partnership with R&D teams as part of BD overall quality process.

Manager of Product Support Engineering will ensure appropriate technical resources at the Product Support Engineering level to support current business requirements across entire MMS Pyxis product portfolio. This individual will have extensive technical product and management experience for overseeing team execution and continuous improvement. In addition, responsibilities will include managing team professional development, performance management and strategic initiatives.

Key Responsibilities:

- Provides managerial oversight over Product Support Engineering day to day activities

- Provides direct management support for regional extended customer account teams within Service and Support

- Provides point of contact for any customer escalated issues requiring Product Support Engineering team intervention

- Collaborate with sales management, services leaders, product/program specialists and subject matter experts to ensure escalations are resolved efficiently and effectively

- Share information and knowledge with the other team members, business owners, and the wider Services community to reduce the number of repeated Customer issues

- Work to reduce the number of escalations and complaints received and improve internal processes , policies and supportability of BD products

- Collaborate with R&D teams for expediting priority production issues requiring additional assistance or fixes as needed for mitigation of issues.

- Prioritize & manage workload based upon business needs in order to delight customers key stakeholders

- Hiring and training employees to ensure adequate staffing to cover workload

- Set employee objectives and measure performance

- Establish and maintain systems used by the Team in their daily work

- Define standard operating procedures (SOPs) and consistent processes that ensure efficient resolution of

Required Skills

- Proven prioritization skills to manage effective communication across multiple programs and business groups while advocating on behalf of the customers

- A strong customer focus, and ability to understand the circumstances and desired outcome of an escalation to advocate for the appropriate action

- Requires the ability to exercise judgment which results in actions that are based on logical assumptions and factual information and that take into consideration resources, constraints, and organizational values to make appropriate decisions.

- Must have the ability to lead individuals and groups, effectively utilize available resources, and delegate work effectively to achieve department objectives.

- Ability to anticipate changing conditions and risks to take preventive action

- Demonstrate accountability for all issues, while depending upon others to resolve. Highly adaptable to change in priorities and business conditions while still driving toward results

Qualifications

- Bachelor Degree required

- 7 to 10 years of proven management experience in a customer-facing role for customer service/support within an technology, IT or medical device industry

- Experience managing local and remote teams within 24/7 environment

- Experience presenting, influencing and negotiating with senior managers and directors

- Significant demonstrated experience and commitment to customer service and satisfaction

- Experience with working with product lifecycle as it pertains to product development and dependency to 3rd party technology providers

- Experience in support organizations supporting products and services in a technical capcity

- Project management, resource allocation, prioritization skills are a must

- Travel may be required as needed to fulfill business needs

Primary Work LocationUSA CA - San Diego TC Bldg C&D

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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