Director, Customer Support Center

Job Description Summary

Department Overview
BD is one of the largest global medical technology companies, advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The MMS Service & Support organization provides technical service and field support to BD dispensing customers, with a mission centered on patient safety and uninterrupted medication management.

Purpose of the Role
The Director, Customer Support Center (CSC), is a senior leader responsible for strategy, execution, and continuous improvement across Technical Support and related service operations. This role oversees Technical Support (Tier 1–3), Workforce Management, Quality Assurance, Knowledge Management, Customer Escalations, Analytics, and Continuous Improvement for our customer support center in Kuala Lumpur.
The Director collaborates with Field Service, Engineering, Product, Quality/Regulatory, Supply Chain, and Commercial teams to elevate customer e...