Technical Support Centre Specialist

**Job Description Summary**: The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

**I.Department Overview**:
**BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.**:
**II.Purpose**:
**The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.**:
**Specific Duties, Activities and Responsibilities**:
**III.Knowledge, Skills and Abilities**:
**Customer Service Support**Service Orientation, Initiative, & Quality**:

- ** Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues**:

- ** Sets clear objectives and measure for expectations and timelines (Internal or External)**:

- ** Supports the resolution of trending issues**:

- ** Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)**:

- ** Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts when creating/updating Knowledge Articles**:

- ** Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met**:

- ** Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions**:
**Accountable**:

- **Models and sets expectations for high-quality personal case management**:

- ** Mentors and moderates process, progress, and results to ensure adherence to process checklists & collaboration process**:

- ** Models continuous learning and fosters an environment to encourage others to continue customer education (clinical and technical)**:

- ** Knows and supports teammates’ work and deliverables. Helps teammates who need or ask for support or assistance**:

- ** Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner**:

- ** Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies**:

- ** Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job**:
**Problem Solving / Decision Making**:

- ** Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress**:

- ** Ensures good decisions are made when resolving new/recurring/ongoing cases**:

- ** Peer mentor and actively partners cross-regionally and across teams to solve issues**:

- ** Accurately assesses priority level and actively seeks to assist peers in assessing priority**:

- ** Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties**:
**Technical**:

- ** Advanced understanding of BD products and how technical support and Field supports them in our cust