Customer Remote Support Manager

Customer Remote Support Manager - BD Biosciences EMEA Job Description SummaryWe are seeking a dynamic Customer Remote 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 centre 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.ResponsibilitiesPlan, direct, and coordinate technical contact centre operations across multiple channels (voice, e-mail, chat).Ensure high performance on key metrics: Dispatch Avoidance (DA), NPS, Customer Satisfaction (CSAT), Phone Response SLA, Agent Quality Checks, scheduling logistics, and analysing 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 the CRS team to address customer issues and meet expectations.Ensure adherence to quality policies and departmental SOPs.Identify potential product issues and expedite resolution in coordination 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 organising 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 coaching to the CRS team to enhance customer experience, soft skills and developmental opportunities.Effectively manage budget targets for team operations.Preferred ProfileBachelor'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 centre or customer-centric environments.Familiarity with CRM platforms.Proficient in Microsoft Office.Position can be based in any EU location of BD.Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer.We do not unlawfully discriminate on the basis of race, colour, 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: #J-*****-Ljbffr