Technical Support Centre Specialist

Becton Dickinson; Kuala Lumpur; On-site; MYR 78,000 - 134,000; Full time

Job summary

BD is seeking a Connected Med Management Technical Support Specialist (multiskilled) in Kuala Lumpur to resolve complex issues, handle escalations, and coordinate with field service teams. You will work across two core BD products, demonstrate server-to-station understanding, and support two products in parallel.

The role requires a Bachelor’s degree or 4+ years of experience, 3+ years SQL, Windows Server administration, and strong communication skills to translate technical concepts to

Qualifications

• Bachelor's degree in CS/IT/IS or 4+ years equivalent experience.
• MS SQL experience (3+ years) and Windows Server admin knowledge.
• CompTIA A+ or N+ preferred.
• Ability to explain technical solutions to non-technical users.

Responsibilities

• Provide technical support and resolve complex, time-sensitive issues.
• Escalate and dispatch cases to field service when needed.
• Document case notes clearly and maintain data quality.

Skills

Technical troubleshooting

Customer service

Effective communication

Education

Bachelor's degree in CS/IT/IS or 4+ years

Tools

Microsoft SQL

Windows Server

VMware

Active Directory

Job description

Job Description

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

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 purpose of the Connected Med Management Technical Support Specialist (multiskilled) 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 CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist 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 CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

Specific Duties, Activities and Responsibilities

Customer Service Support Service Orientation, Initiative, & Quality Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues Demonstrates effective use of phone and email for communication channel 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 Sets clear objectives and measure for expectations and timelines (Internal or External) Supports the resolution of trending issues Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM) Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts when creating/updating Knowledge Articles Provides progress updates to customer. 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, and internal & external communications. Uses plain talk to explain complex or technical concepts Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions Accountable Models and sets expectations for high-quality personal case management Mentors and moderates process, progress, and results to ensure adherence to process checklists & collaboration process Models continuous learning and fosters an environment to encourage others to continue customer education (clinical and technical) Knows and supports teammates’ work and deliverables. Helps teammates who need or ask for support or assistance Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner 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 Problem Solving / Decision Making Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress Ensures good decisions are made when resolving new/recurring/ongoing cases Peer mentor and actively partners cross-regionally and across teams to solve issues Accurately assesses priority level and actively seeks to assist peers in assessing priority Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties Technical Advanced understanding of BD products and how technical support and Field supports them in our customers' environments Expected to support two related core products in parallel 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 Next core product training will be provided around 6-9 months period, followed by a certification exam 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, Information Technology or Information Systems or 4+ years or equivalent experience.

Experience

Microsoft SQL experience (3+ 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, primarily supporting North America day hours.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Equal Opportunity Employer

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally protected characteristics.

Employment Details

Primary Work Location MYS Kuala Lumpur - Jalan Kerinchi Additional Locations Work Shift BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.