Technical Support Team Lead

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.

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

Overall responsibilities:

The overall responsibilities of a Technical Support Team Lead include:

• Ensure agents follow BD Customer Support protocols
• Partner with the Customer Support Manager to optimize processes to improve the customer experience, helping drive account expansion and customer renewals
• Understand and leverage monthly resource utilization metrics, resource planning and resource projections
• Monitor and drive efficiency in case handling/aging, agent availability, knowledge article utilization, etc.
• Drive efficient and effective escalation of cases
• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
• Support the field implementation team to successfully complete installations
• Support Field Service Technicians in diagnosing and repairing MedBank products
• Coordinate and execute the shipment of parts and supplies to customers

Skills, Duties and Tasks particular to the job:

• Databases SQL Server (SQL 2008/2012)
• Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• OS knowledge
• Windows Services
• IIS and Web Applications
• Running Performance Counters
• Basic Understanding of Group Policies
• Security Permissions
• Ports (Networking/OS)
• Understanding of XML language
• Ability to review application and OS logs
• Active Directory experience or exposure
• VMware experience or exposure (1+ years)

Required Soft Skills:

• Team leadership
• Effective interpersonal skills
• Conflict resolution
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Excellent time management and multitasking skills
• Strong personal commitment to quality, customer service and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience
• Works well in a team environment
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

Qualifications:

• Bachelor's Degree preferred
• Five years of Technical Support experience
• Healthcare software and hardware experience strongly desired
• Preferred Certifications - A+, N+
• Excellent customer service skills (written and verbal) a must
• Exceptional attention to detail and organizational skills
• Ability to work in a fast-paced environment
• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
• Ability to independently research, troubleshoot, and probe technical hardware and software issues
• Ability to excel and mentor others in a team environment
• Ability to work in a remote, home office based environment
• Strong work ethic and initiative

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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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

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