Job Description Summary

The purpose of the Technical Support Specialist 1 (TSS-1) 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 TSS-1 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 TSS-1 to take calculated risks and continuously improve our culture, processes and service.

Job Description

Business Segment: 

Global Customer Service 

Business Unit: 

Medication Management Solutions (MMS) 

Department: 

Service and Support, Technical Support 

Reports to: 

Manager, Technical Support Center 

New / Revised Date: 

May 24, 2019 

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 provide 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.  

Purpose 

The purpose of the Technical Support Specialist 1 (TSS-1) 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 TSS-1 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 TSS-1 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 

Knowledge, Skills, and Abilities 

Customer Service Support 

Service Orientation, Initiative, & Quality  

Quickly addresses and provides support for inbound calls 

Demonstrates effective use of phone and email for the communication channel 

Applies analysis and knowledge to maintain high levels of data quality and integrity 

Maintains an open, approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions 

Provides customers with progress updates. 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.  Uses plain talk to explain complex or technical concepts 

Accountable  

Sets and maintain a conscious balance of expectations and timelines 

Follows process checklists & collaboration process 

Organizing time effectively and utilizing self-management habits that lead to increased productivity 

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 

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

Problem Solving / Decision Making 

Uses initiative and applied logic to be creative and pro-active in assessing and providing support to resolve new, recurring, and ongoing technical issues 

Accurately assesses priority level with limited coaching 

Demonstrates the ability to efficiently solve issues both independently and by consulting with senior specialists and peers for the next steps 

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

Technical 

Basic understanding of BD products and how technical support and Field support them in our customers' environments  

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.  

Training 

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

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

Education: 

Bachelor’s degree in Computer Science or 2+ years equivalent experience   

Experience: 

Microsoft SQL experience (1+ 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 

Physical/Mental Requirements: 

Flexible in working hours that may include working weekends  

Primary Work Location

USA TX - San Antonio - Silicon Dr

Additional Locations

Work Shift