Job Description Summary
Business Segment: Global Customer Service
Business Unit: Medication Management Solutions (MMS)
Department: Service and Support, Connected Medical Management, Technical Support
Reports to: Manager, Technical Support Center
New / Revised Date: May 09, 2023
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 BDs dispensing customers with a mission thats focused on knowing theres 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
% of time
a. Customer Service Support 50
b. Technical 40
c. Administrative/Other 10
III. Knowledge, Skills and Abilities
- Customer Service Support
a. 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
b. 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
c. 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 (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
VII. Physical/Mental Requirements:
Flexible in working hours , primarily supporting North America day hours
Job Description
Business Segment:
Global Customer Service
Business Unit:
Medication Management Solutions (MMS)
Department:
Service and Support, Connected Medical Management, Technical Support
Reports to:
Manager, Technical Support Center
New / Revised Date:
May 09, 2023
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 BDs dispensing customers with a mission thats focused on knowing theres 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
% of time
Customer Service Support
50
Technical
40
Administrative/Other
10
III.Knowledge, Skills and Abilities
Customer Service SupportService 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 (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
VII.Physical/Mental Requirements:
Flexible in working hours , primarily supporting North America day hours
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift
MY2 Night 10p-7a Fri-Tue (Malaysia)
