Technical Support Specialist (Hybrid)

Job Description Summary

Technical Support Specialist

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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

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.

Business Segment:

Global Customer Service

Business Unit:

Medication Management Solutions (MMS)

Department:

Technical Service, Sales Support

Reports to:

Manager, Technical Support Center

Position Overview

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

Percentage of time:

• Customer Service Support 25%
• Technical 70%
• Administrative/Other 5%

Key Responsibilities

• 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 sophisticated 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
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountable

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates' work and results. 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 demeanor 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

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following-up with local service personnel to ensure problem resolution and customer satisfaction.
• 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 tackle 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

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative/Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other administrative tasks as needed

Skills and Experience

Required Experience

• Associate degree in business or technical field (preferred) with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement
• Shown customer service experience in a technical support environment.
• Demonstrated technical ability.
• Ability to comprehend technical issues and read technical manuals.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Preferred Qualifications

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the organization), reasonable accommodations will be made to enable individuals with disabilities to perform crucial job functions.

• Work will primarily be in the office setting with limited opportunities to be exposed to adverse environmental conditions.
• Work will be primarily working with fingers by picking, pinching, typing and grasping often with repetitive motion.
• Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.
• Must be able to carry, lift and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
• Additional physical duties may be required as necessary.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

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.

To learn more about BD visit https://bd.com/careers

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

USA NC - Durham - Roche Drive

Additional Locations

Work Shift