Application Support Team Lead

**Job Description Summary**: At the end of everything we do is a patient. At the beginning is you”

With thousands of medications making their way through a hospital and to patients every day, the medication management process is complex, and medication errors and inefficiencies are unfortunately inevitable.

BD is committed to breaking the harmful cycle of medication errors and simplifying medication management to bring safety and practice together in measurable ways. We offer infusion and IV therapy systems, solutions and devices including infusion pumps, server software, interoperability with hospital information systems, and vascular access devices and accessories. From the hospital pharmacy to the patient bedside, they help protect every infusion for each patient at all times. BD offers a comprehensive suite of software solutions to improve patient safety, reduce costs and optimize medication management.

The Application Support Team Lead (f/m/i) manages support for CATO and related products (ReadyMed etc.), which are part of MMS business unit, resulting in high quality support services for customers. The GCS MMS Application Support team reports directly to the Application support Team lead. The overall scope includes direct operations in Europe as well as the coordination with other support teams, regions, and distributors.

**_ About the role:_**
- Lead GCS MMS Application support team providing high-quality support within budget commitments and in compliance with the quality requirements specific to each product
- Support installation and product implementation for all CATO related products and collaborate intensively with GCS MMS Professional services teams on delivering outstanding services to BD customers
- Support pre-sales and tenders regarding support related questions and with expert product knowledge
- Ensure alignment with GCS MMS Professional service teams for handover to Application support after Go-live
- Ensure the right staffing level and technical capabilities are available in the support team
- Propose changes to increase support effectiveness and drive continuous improvements in processes, technology and services provided to customers
- Engage, motivate, and develop GCS MMS Application support team members

**_ Primary role responsibilities:_**
- Lead the GCS MMS Application support team and organize 1st and 2nd level support
- Maintain team training plans, develop the team, and manage employee performance
- Enable to provide visibility on all activities of GCS MMS Application support team to ensure appropriate staffing levels and team capacity
- Deliver high-quality support to CATO customers
- Act as escalation point for issues coming from customers, coordinate with needed departments to de-escalate the situation
- Actively engage with Quality Management System requirements, ensure compliance with SOPs and conformity in audits
- Up to approx. 30% international travel will be required

**_ Additional tasks:_**
- CATO customer trainings
- Close cooperation with other GCS MMS Professional services teams, Product management, Sales and R&D teams
- 1st and 2nd level support for CATO and CATO related products
- Responsibility for telephone support hotline
- Analyzing software problems and providing solutions to users
- Bug analysis and bug management
- Onboarding of new GCS MMS Application support employees

**About you**
- Bachelor's Degree
- Proven experience with at least 2-3 years in customer support in Healthcare industry
- Established track record of delivering support in a quality led and regulated environment
- Ability to plan, multitask and manage time effectively
- Strong customer focus with ability to operate the change at customers and deliver successful support
- Problem solving skills, hands-on approach, and solution-oriented mindset
- Ability to motivate and lead team members, engage with people at all levels and influence decisions in a matrix environment
- Experience in working in multi-cultural environment and matrix organizations
- Ability to learn quickly and adapt to fast changing environments and priorities
- Excellent communication and presentation skills - orally and written
- Fluent in German and English, both oral and written, another European language would be a plus

**Our offer**

We offer you to contribute in a highly motivated global environment. A collaborative work climate in an innovative environment where your input counts. A safe workplace with long term perspectives.
We endeavor a long-term collaboration - hence corporate career planning throughout diverse phases of life conveys a high importance and value for us.
Our modern office is located in the Millennium Tower with excellent traffic connection. BD offers flexible working time, home office, a stock ownership program and numerous social benefits (e.g. free drinks, massage and Sodexo-childcare vouchers). You will be part of a committed team; your position will include a varying area of duties as