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.
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.

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.

• 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.