CSC Team Lead

BD Mexico; Kuala Lumpur; On-site; MYR 75,000 - 95,000; Full time

Job summary

A global medical device company in Kuala Lumpur is seeking a Team Lead for the Technical Support Center. The role involves leading daily activities, enhancing team capabilities, and ensuring excellent customer service. Candidates should have a Bachelor's in Computer Science or equivalent experience, and strong skills in technical collaboration and customer engagement. The position emphasizes the development of agents and showcases a commitment to customer satisfaction and continuous improvement.

Benefits

Equal Opportunity Employer

Comprehensive training

Qualifications

• Bachelor's degree in Computer Science or relevant field.
• 5 years experience in a technical support role.
• Ability to communicate technical information clearly.

Responsibilities

• Lead day-to-day activities of the Technical Support Center.
• Coach agents on technical and customer service skills.
• Ensure high performance and adherence to KPIs.

Skills

Customer focus

Technical team collaboration

Communication skills

Coaching

Problem-solving

Education

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

Tools

Microsoft SQL

Windows Server

Active Directory

IIS Administration

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

Development Focused, Global & Company Mindset, and Execution

• 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 specialists to ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration between agents, 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.