Customer Remote Support Manager

Job Description SummaryWe are seeking a dynamic Customer Remore Support Manager to lead the BD Biosciences Customer Remote Support (CRS) team across EMEA. In this fully remote role, you will oversee daily operations of a multi-channel technical support function, driving strategies to enhance customer experience and optimize call center performance. You'll manage a team of skilled specialists, implement process improvements, monitor key metrics, and act on customer feedback to ensure exceptional service. Occasional travel for internal meetings or company events may be required.Job Description

Responsibilities

• Plan, direct, and coordinate technical contact center operations across multiple channels (voice, email, chat).
• Ensure high performance on key metrics: Dispatch Avoidance (DA), NPS, Customer Satisfaction (CSAT), Phone Response SLA, Agent Quality Checks, scheduling logistics, and analyzing forecast and phone system analytics (Genesys) data.
• Facilitate effective open communication within Technical Services and cross-functionally with other departments/regions/business units to foster collaboration.
• Provide quality monitoring and coaching to agents to enhance customer experience, soft skills, and development.
• Oversee timely processing of customer requests and assist in resolving disputes.
• Act as the primary escalation point for CRS Team to address customer issues and meet expectations.
• Ensure adherence to quality policies and departmental SOPs.
• Identify potential product issues and escalate for resolution; participate in quality issue resolution with Quality, Marketing, Sales, and Technical Services.
• Deliver advanced remote assistance on complex BD Biosciences equipment, ensuring professionalism, empathy, and technical excellence.
• Address knowledge gaps by organizing targeted refresher training sessions to improve team expertise.
• Promote remote tools and analytics by leading implementation and adoption in compliance with data privacy guidelines.
• Perform special projects to support business growth and achieve best-in-class service.
• Recommend staffing needs, recruit, interview, and fill open positions, coordinate onboarding and training.
• Conduct mid-year and annual performance reviews for team supervisors.
• Provide Quality monitoring coaching to CRS Team to enhance customer experience, soft skills and developmental opportunities.
• Effectively manage budget targets for team operations.

Preferred profile

• Bachelor's degree in Electronics, Mechanical, Computer, Biomedical Engineering, or Biology.
• Minimum 2 years managing remote teams of highly skilled technical professionals.
• Minimum 2 years leadership experience with proven success in cross-functional projects.
• Experience with medical devices and equipment.
• Background in contact center or customer-centric environments.
• Familiarity with CRM platforms.
• Proficient in Microsoft Office.

Position can be based in any EU location of BD

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.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us

Click on apply if this sounds like you

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.

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, or any other protected status. To learn more about BD visit:

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Primary Work LocationBEL Erembodegem - Dorp 86Additional LocationsESP San Agustin del Guadalix, FRA Grenoble, GBR Winnersh - Eskdale Road, ITA Milano - Via Enrico CialdiniWork Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. 

The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.

Salary Range Information

€79 000,00 - €120 475,00 EUR Annual

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