Technical Support Centre Specialist

Job Description SummaryThe 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.Job Description

About BD

Be part of something bigger

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.

Job Description

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

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

• Demonstrates effective use of phone and email for communication channel

• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes.  Uses plain talk to explain complex or technical concepts

• 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

• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes, and internal & external communications.  Uses plain talk to explain complex or technical concepts

• 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 customers' environments

• Expected to support two related core products in parallel

• Understanding of how our products enhance and interact with hospital workflow

• Ability to identify issue-trends and uses available tools, resources, and team collaboration to troubleshoot customer issues

Administrative/Other

• Adherence to work and call schedules

• Timely completion of any Company or Department required training.

• Performs other duties as assigned

IV. Training

• Combination of in-classroom training and shadowing for 3-weeks, followed by on the job training

• Next core product training will be provided around 6-9 months period, followed by a certification exam

• Level 2 product certification training will be provided around the 6-9 month period, followed by a certification exam

V. Education:

• Bachelor's degree in Computer Science, Information Technology or Information Systems or 4+ years or equivalent experience

VI. Experience:

• Microsoft SQL experience (3+ Years)

• CompTIA A+ or N+ Preferred

• Ability to communicate technical solutions/recommendations to a non-technical audience

• Windows Server 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

VII. Physical/Mental Requirements:

• Flexible in working hours , primarily supporting North America day hours

Click on apply if this sounds like you

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.

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Required Skills

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Primary Work LocationMYS Kuala Lumpur - Jalan KerinchiAdditional LocationsWork ShiftMY2 Night 10p-7a Sun-Thu (Malaysia)

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