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

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 ofdata 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 succinctinformation 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 othersto 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 seniorspecialists andpeers 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 anduses available tools, resources, and team collaboration to troubleshoot customer issues 

Administrative/Other

• Adherence to work and call schedules

• Timely completion ofany 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 hoursthatmay includeworkingweekends