Team Lead, Technical Support Center

7 months ago

Kuala Lumpur, Malaysia BD Full time

**Job Description Summary**: The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

We are **the makers of possible**

BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ 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.

**Why Join Us?**

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a **maker of possible **with us

**Knowledge, Skills and Abilities**

**Technical Team Collaboration & Team-Centric**

Development Focused, Global & Company Mindset, and Execution
- Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities
- Fosters a climate of approachability and open dialogue in which people value mentorship and encouraged to do their best
- Demonstrates continued personal growth and development
- Collaborates with WFM on agent status changes and adherence for global impact considerations
- Continually engages with Field and Implementation teams to meet the needs of the customer
- Drives a high performing and high developing customer-centric team of agents and specialists to ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration between agents, specialists, and departments
- Review agent case activity and approve involvement as it relates to other support subgroups

Agile & Results Driven and Inclusive & Diverse
- Works with and through others to accomplish goals and deliver results
- Coordinates appropriate case hand-offs and transitions between agents, specialists, teams, centers, and departments
- Adapts quickly to team needs to help secure efficient operation and high morale
- Inspires and drives cross-functional productivity and development through collaboration process flows within and outside of immediate team

**Technical Customer Service Driven**

Customer Focus, Customer Centric & Innovative, and Strategy
- Acts with the customer in mind in all areas of team and individual performance
- Builds customer loyalty through interaction, communication, and team efforts
- Committed to continuous improvement through empowerment and managing of responsibilities
- Seizes opportunities to communicate with all appropriate departments for any significant current or potential customer concerns
- Reviews customer satisfaction metrics as it relates to agents and specialists for appropriate action

**Administrative/Other**
- Timely completion of any Company or Department required training
- Performs other duties as assigned

**Education**:

- Bachelor's degree in Computer Science or 5+ years equivalent experience

**Experience**:

- Microsoft SQL experience (4+ Years)
- CompTIA A+ or N+ Preferred
- Ability to communicate technical solutions/recommendations to a non-technical audience
- Windows Server (2008+) and Desktop Administration (Win7+)
- Networking topology, terminology, commands
- IIS and Web Application Administration
- Group Policies Terminology and Administration
- Active Directory Administration
- VMWare Terminology and Administration
- Installing peripherals (Scanners, Printers...)
- Application Installation and Troubleshooting

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 Location**: MYS Kuala Lumpur - Jalan Kerinchi

**Additional Locations**:
**Work Shift**: MY2 Night 10p-7a Tue-Sat (M

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