McKesson Technical Support Manager in Fort Worth, Texas

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.

As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers vital branded and generic pharmaceuticals, as well as over-the-counter products, to more than 40,000 customers in three primary segments: retail chains, independent retail pharmacies and institutional providers such as hospitals, health systems, integrated delivery networks and long-term care providers.

We base our distribution excellence on electronic order processing, asset management tools, a commitment to Six Sigma methodology, order accuracy and supply chain safety. We work with our customers on solutions - including supply management technology, world-class marketing programs, managed care and repackaging products and services - that help them meet their business and quality goals. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing.

As the nation’s largest pharmaceutical distributor, US Pharmaceutical is committed to driving total pharmacy health for customers and ensuring that customers receive the right drug at the right time, every time. This commitment is underpinned by McKesson’s focus on providing customers with the industry’s highest product availability, intelligent ordering capabilities and unmatched service accuracy.

Join our team of leaders to begin a rewarding career.

Current Need

Position Description

The Technical Support Manager, Customer Experience Operations is responsible for managing all aspects of a local customer technical support team.

Key Responsibilities:

  • Ensure that each employee has the tools & receives the coaching/mentoring necessary to maximize their potential.

  • Ensure all performance metrics are achieved.

  • Understand internal customer needs and issues and how your team processes affect customer satisfaction.

  • Understand the business processes to enable management of bottom line business results.

  • Create and manage the budget for the local customer service site.

  • Manage toward business objectives.

  • Effectively manage relationships with internal & external business partners.

  • Manage escalated HR issues.

  • Acts on behalf of Director as required.

  • Manage fiscal year budget to ensure total expenses do not exceed incoming allocations

  • Manage staffing to ensure we are staffed to support call volume, handle time, and hours of operation for all lines of business

  • Ability to react quickly to business changes to reduce or increase headcount and negotiate allocation increases due to staffing needs

Minimum Requirements

  • 5 years technical customer support experience including 2 years managerial/leadership experience

Critical Skills

  • Ability to lead a technical team of pharmacy system trouble-shooting technicians for customer resolutions

Additional Knowledge & Skills

  • Knowledge of Pharmacy Operating Systems

  • Understanding of Pharmacy Adjudication

  • Aptitude for Technical Support

  • Customer Escalations

  • Leadership Abilities

  • Change Management

  • Interpersonal Communication

  • Diversity Management

  • Business Acumen

  • Critical Thinking

  • Strategic Management

  • Customer Astuteness

  • Conceptual Thinking

  • Analytical

  • Relationship Management

  • Specialized Knowledge/Skills Required

  • Staff Development

  • Financial Budget Management

  • Hiring / Selection Skills

  • Computer Proficiency

  • Project Management Skills

  • Organizational Planning

  • Demonstrated Organization and Time Management Skills


4-year degree in business or related field or equivalent experience.

Physical Requirements

General Office Demands

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

Job: Customer Care

Organization: McKesson Pharmaceutical

Title: Technical Support Manager

Location: Texas-Fort Worth

Requisition ID: 18000300