CSC Team Lead

BD Malaysia; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading medical device company is looking for a Team Lead for their Technical Support Center in Kuala Lumpur. You will be responsible for guiding a team to ensure high-quality customer service and develop the skills of agents and specialists. This role requires expertise in technical solutions, excellent communication skills, and the ability to foster collaboration. We're seeking candidates with a Bachelor's in Computer Science or equivalent experience, and strong technical skills including Microsoft SQL and Windows Server.

Qualifications

• 5+ years of equivalent experience in technical support or relevant field.
• Experience with Microsoft SQL for 4+ years is essential.
• Ability to communicate technical solutions effectively to non-technical audiences.

Responsibilities

• Lead daily activities for the Technical Support Center to handle customer issues.
• Foster collaboration and a customer-centric approach among team members.
• Drive high performance through continuous improvement and teamwork.

Skills

Agent coaching

Customer service

Collaboration

Technical problem-solving

Communication

Education

Bachelor's degree in Computer Science or equivalent experience

Tools

Microsoft SQL

Windows Server

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, 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

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 are 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 highly developing customer‑centric team of agents and specialists to ensure consistent adherence to processes, achievement of key performance indicators (KPIs), agent goals, and collaboration between agents, specialists, and departments
• Reviews agent case activity and approves 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 the immediate team

Technical Customer Service Driven

• 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 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

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi