Job Description

Summary

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We are

the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health(TM) 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.

En tant que Gestionnaire principal bilingue du support technique

, vous superviserez la performance et la qualite de l'equipe du

Centre de support

, en veillant a ce que les interactions avec les clients respectent nos normes. Vous gererez le personnel, les projets et les processus afin d'optimiser la prestation de services et de soutenir le succes global du departement.


Vous dirigerez une equipe responsable de la resolution de cas clients complexes et a fort impact a

travers les clients de BD dans le monde entier

. Ces cas couvrent une variete de produits et de niveaux techniques, necessitant des competences avancees en depannage, une connaissance approfondie des produits et une prise en charge continue.


Vous serez responsable des operations quotidiennes de l'equipe, du coaching des specialistes du support technique, et jouerez un role cle dans l'amelioration des flux de travail, de l'efficacite et des resultats pour les clients. Il s'agit d'un role de leadership pratique : vous devrez vous plonger dans les produits, comprendre les nuances techniques et guider votre equipe dans l'incertitude. Vous collaborerez egalement avec d'autres fonctions pour resoudre les problemes systemiques et maintenir des boucles de retroaction solides sur les produits.


Ce poste releve du Directeur du Centre de support client - Service technique et contribue a la maturite, a la qualite et a l'evolutivite de notre fonction de support mondial.

Responsabilites:

Leadership operationnel

: Gerer les equipes du Centre de support client (CSC) a travers le Canada, en veillant au respect des accords de niveau de service (SLA), a l'optimisation des processus et a l'atteinte des indicateurs de performance. Superviser la responsabilite du compte de resultats (P&L), la gestion des depenses et les methodes de prestation de services.

Engagement des parties prenantes

: Maintenir des relations solides avec les parties prenantes internes et externes, y compris les clients, afin de repondre aux besoins d'affaires et de soutenir les objectifs strategiques. Representer le CSC dans des forums externes et des initiatives interfonctionnelles.

Gestion d'equipe

: Recruter, superviser et developper le personnel du CSC, incluant possiblement la supervision de superviseurs et de gestionnaires. Realiser les evaluations de performance, gerer les mesures disciplinaires et favoriser une culture d'amelioration continue par le coaching et le mentorat.

Optimisation des projets et des processus

: Diriger la planification et l'execution de projets, mettre en oeuvre des processus innovants et piloter des initiatives d'amelioration continue. Coordonner le traitement des demandes de service et gerer les escalades de problemes techniques complexes.

Communication strategique et documentation

: Assurer une communication claire, une definition des priorites et une documentation efficace entre les equipes. Collaborer a l'elaboration des politiques et des procedures operationnelles standard avec les directions du CSC et des services sur le terrain.

Experience client

: Surveiller la satisfaction, la fidelisation et la qualite du service client. Faire evoluer les offres de support pour repondre aux besoins changeants de l'entreprise et ameliorer la fonctionnalite globale du CSC.

Connaissances et Competences requises :

Capacite demontree a travailler de maniere interfonctionnelle avec des parties prenantes a tous les niveaux de leadership pour aligner les priorites, piloter des initiatives strategiques et assurer une execution fluide entre les equipes. Solide experience dans la conduite d'initiatives de gestion du changement visant a ameliorer l'efficacite operationnelle, l'engagement des equipes et la satisfaction client. Succes avere dans la creation et la mise a l'echelle d'equipes performantes. Excellentes competences en communication, avec une experience dans l'interaction avec des parties prenantes de niveau executif. Esprit analytique oriente vers la resolution de problemes et la livraison de resultats mesurables pour les clients. Approche centree sur le client, avec la capacite de gerer des conversations complexes avec empathie et professionnalisme. Style de leadership pratique, capable de s'epanouir dans des environnements complexes et de favoriser la clarte par la curiosite et la rigueur. Expertise approfondie des operations de support, incluant les SLA, les chemins d'escalade, les outils et les indicateurs de performance. Competences en coaching et en developpement d'equipes, tant dans les domaines techniques que dans les competences cles telles que la communication, la collaboration et le leadership. Capacite a transformer l'ambiguite en strategies claires et actionnables. Engagement envers l'excellence du service client et la promotion d'une culture d'impact, d'apprentissage et de responsabilite. Passion pour l'optimisation des flux de travail de support afin d'ameliorer l'efficacite et d'accelerer les resultats pour les clients. Competences averees en gestion de projets et en gestion multitache.

Formation et experience requises :

Baccalaureat avec plus de 5 ans d'experience dans les services professionnels, le support technique ou la livraison de logiciels d'entreprise, dont 3 ans dans un role de leadership a la tete d'une equipe de centre de support technique.

OU

DEP, AEC ou DEC + 7 ans d'experience dans les services professionnels, le support technique ou la livraison de logiciels d'entreprise, dont 3 ans dans un role de leadership a la tete d'une equipe de centre de support technique. Experience confirmee en leadership dans un centre de support technique ou un environnement technique, avec la capacite de deleguer, motiver et former des equipes complexes de grande taille. Maitrise du francais et de l'anglais, a l'oral comme a l'ecrit. Maitrise des outils Microsoft Office, incluant Outlook, Word, Excel, PowerPoint et Teams.

Qualifications souhaitees :

Maitrise de Salesforce (atout). Une experience dans le secteur des dispositifs medicaux, l'industrie de l'automatisation pharmaceutique ou avec des produits connexes constitue un atout.

Exigences physiques et environnement de travail :

Doit faire preuve de flexibilite dans les horaires de travail et etre disponible pour assurer un support sur appel selon les besoins des operations clients. Capacite a voyager jusqu'a 15 %, incluant des deplacements au Canada, aux Etats-Unis et occasionnellement a l'international selon les besoins.

English job description below


As the

Bilingual

Senior Technical Support Manager

, you will oversee the performance and quality of the

Customer Support Center team

, ensuring that customer interactions meet our standards. You will manage personnel, projects, and processes to optimize service delivery and support the overall success of the department.


You'll lead a team responsible for resolving complex, high-impact customer cases across

BD's customers worldwide

. These cases span a range of product surfaces and technical depth--requiring advanced troubleshooting, product fluency, and sustained ownership.


You'll drive day-to-day team operations, coach technical support specialists, and play a key role in improving workflows, efficiency, and customer outcomes. This is a hands-on leadership role: you'll be expected to dig into the product, understand technical nuances, and guide your team through ambiguity. You'll also partner cross-functionally to ensure systemic issues are addressed and product feedback loops stay strong.


This role reports to the Director, Customer Support Center - Technical Service and contributes to the broader maturity, quality, and scalability of our global support function.

Responsibilities:

Operational Leadership

: Manage CSC teams across Canada, ensuring service level agreements (SLAs) are met, processes are optimized, and performance metrics are achieved. Oversee P&L accountability, expense management, and service delivery methods.

Stakeholder Engagement

: Maintain strong relationships with internal and external stakeholders, including clients, to ensure business needs are met and strategic objectives supported. Represent the CSC in external forums and cross-functional initiatives.

Team Management

: Recruit, supervise, and develop CSC staff, including potential oversight of Supervisors and Managers. Conduct performance evaluations, manage disciplinary actions, and foster a culture of continuous improvement through coaching and mentoring.

Project & Process Optimization

: Lead project planning and execution, implement innovative processes, and drive continuous improvement initiatives. Coordinate service request fulfillment and manage escalations of complex support issues.

Strategic Communication & Documentation

: Ensure clear communication, priority setting, and documentation across teams. Collaborate on policies and standard operating procedures with CSC and Field Services leadership.

Customer Experience

: Monitor customer satisfaction, retention, and service quality. Evolve support offerings to meet changing business needs and enhance overall CSC functionality.

Knowledge and Skills required:

Proven ability to work cross-functionally with stakeholders at all levels of leadership to align priorities, drive strategic initiatives, and ensure seamless execution across teams. Strong track record in driving change management initiatives that enhance operational efficiency, team engagement, and customer satisfaction. Proven success in building and scaling high-performing teams. Strong communication skills with experience engaging executive-level stakeholders. Analytical problem-solver focused on delivering measurable customer outcomes. Customer-centric mindset with the ability to navigate complex conversations with empathy and professionalism. Hands-on leadership style, thriving in complex environments and driving clarity through curiosity and rigor. Deep expertise in support operations, including SLAs, escalation paths, tooling, and performance metrics. Skilled in coaching and developing teams across both technical domains and core competencies such as communication, collaboration, and leadership. Adept at translating ambiguity into clear, actionable strategies. Committed to delivering exceptional customer experiences and fostering a culture of impact, learning, and accountability. Passionate about leveraging support workflows to improve efficiency and accelerate customer outcomes. Proven project management and multitasking skills

Education and Experience required:

Bachelor's degree with 5+ years of experience in professional services, technical support, or enterprise software delivery, including 3 years in a leadership role managing a technical support center team.

OR

DEP, AEC or DEC + 7 years of experience in professional services, technical support, or enterprise software delivery, including 3 years in a leadership role managing a technical support center team. Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams. Fluent in verbal and written English and French. Proficient with Microsoft Office products including Outlook, Word, Excel, PowerPoint, Teams.

Preferred qualifications:

Proficiency with Salesforce preferred. Experience in the medical device sector, pharmacy automation industry, or with related products an asset.

Physical Demands and Work Environment:

Must demonstrate flexibility in working hours and be available to provide on-call support for customer operations as needed. Ability to travel up to 15% as required, including within the US and Canada, other international locations occasionally or as needed.

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.


For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.


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.


To learn more about BD visit https://bd.com/careers


Great Place to Work has certified our workplace culture based on your feedback in the Trust Index survey, and we've just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight!


Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.


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Primary Work Location

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CAN Quebec - Boulevard du Parc Technologique

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