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BD (Becton, Dickinson and Company)Manager Technical Support, Technical Support Center in
San Diego, California
Job Description SummaryThe BD MMS Service and Support organization provides technical service and field support to BD’s Dispensing customers. The Technical Support Center team manages the remote service and support for BD customers worldwide. The Technical Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution. # Job Description # Be part of something bigger! BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues. As a Technical Support Center Manager, you will be integrated with a diverse group of leaders across a multi-functional department focused on building and delivering the next level of our technical customer service experience. The Technical Support Center Manager’s responsibilities can generally be categorized into two separate functions which are Technical Account Management and Operations Management. ## Technical Account Management Responsibilities + 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 + Processing of internal compliance submissions for Scientific Exchange activities such as Health Care Professional advisory boards and key opinion leader meetings (Service NOW) + Lead critical issue management activities and coordinate cross-collaboration with a distributed 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 + Execute the process of investigating and closing of international customer complaints, including the identification of root causes and contributing factors wherever possible. + Lead accounts headquartered within the manager’s region along with assigned national accounts ## Technical Operations Management Responsibilities + Owns strategic oversight and leadership direction within the customer service function + Identifies resources and leads project teams in accordance with established EPPM and BD project management methodologies and practices, maintaining efficient team performance on assigned project tasks and results. + Develops processes and procedures to implement functional Service and Support strategies including applying expertise to increase/improve employee efficiency by providing standard methodology 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 toolsets to recommend and identify areas of improvement and commit to optimization of current or implementation of new or more suitable tools + Evaluates current resource needs and forecast to ensure an 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 to 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: + Bachelor’s degree required in account management or operations management ## Experience: + Bachelor’s degree in a technical field required. Master’s Degree, a plus + A minimum of 5 years confirmed management experience technical support center + Shown supervisory experience-proven ability to lead and serve as an effective team member in a large organization including planning, developing, organizing, directing, managing, and evaluating personnel + Flexibility leading shift coverage in a 24x7x365 on-call operation + Some travel required, typically 5-10% + Proficient with Microsoft Office products including: Outlook, Word, Excel, and PowerPoint ## Physical/Mental Requirements: + Must be flexible in working hours and be available for on-call customer operations support ## Click on Apply if this sounds like you! # Why join us? A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day. You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates. ## To learn more about BD visit https://jobs.bd.com/ 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. # 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, or any other protected status.