CSC Team Lead

BD Mexico; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global medical device company is seeking a Team Lead for its Technical Support Center in Kuala Lumpur. The successful candidate will manage day-to-day activities, facilitating agent development and ensuring exceptional customer service. The role requires a Bachelor's degree in Computer Science or equivalent experience, with strong skills in technical communication, coaching, and customer service. Candidates must have at least 4 years of experience with Microsoft SQL and the ability to work collaboratively in a team-driven environment.

Qualifications

• Experience in Microsoft SQL for at least 4 years.
• Ability to communicate technical solutions to non-technical audiences.
• Bachelor's degree or equivalent experience required.

Responsibilities

• Lead day-to-day activities of the Technical Support Center.
• Facilitate coaching sessions for agents and specialists.
• Review customer satisfaction metrics to take action.

Skills

Coaching agents

Technical communication

Customer service

Team collaboration

Education

Bachelor's degree in Computer Science

Tools

Microsoft SQL

Windows Server (2008+)

Active Directory

VMware

Job description

Job Description Summary

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

Job Description

Business Segment

Solution Deployment and Services

Business Unit

Medication Management Solutions (MMS)

Department

Service and Support, Technical Support

Reports to

Manager, Technical Support Center

New / Revised Date

May 27, 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 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.

Purpose

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

Specific Duties, Activities and Responsibilities

% of time

Technical Team Collaboration & Team-Centric

50

Technical Customer Service-Driven

40

Administrative/Other

10

Knowledge, Skills and Abilities

Technical Team Collaboration & Team-Centric

• Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities
• Fosters a climate of approachability and open dialogue in which people value mentorship and encouraged to do their best
• Demonstrates continued personal growth and development
• Collaborates with WFMon agent status changes and adherence for global impact considerations
• Continually engages with Field and Implementation teams to meet the needs of the customer
• Drives a high performing and high developing customer‑centric team of agentsand specialiststo ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration betweenagents, specialists, and departments
• Review agent case activity and approve involvement as it relates to other support subgroups

Agile & Results Driven and Inclusive & Diverse

• Works with and through others to accomplish goals and deliver results
• Coordinates appropriate case hand‑offs and transitions between agents, specialists, teams, centers, and departments
• Adapts quickly to team needs to help secure efficient operation and high morale
• Inspires and drives cross‑functional productivity and development through collaboration process flows within and outside of immediate team

Technical Customer Service Driven

Customer Focus, Customer Centric & Innovative, and Strategy

• Acts with the customer in mind in all areas of team and individual performance
• Builds customer loyalty through interaction, communication, and team efforts
• Committed to continuous improvement through empowerment and managing of responsibilities
• Seizes opportunities to communicate with all appropriate departments for any significant current or potential customer concerns
• Reviews customer satisfaction metrics as it relates to agents and specialists for appropriate action

Administrative/Other

• Timely completion of any Company or Department required training
• Performs other duties as assigned

Education

• Bachelor's degree in Computer Science or 5+ years equivalent experience

Experience

• Microsoft SQL experience (4+ 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

Required Skills

Optional Skills

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

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.