Technical Support Centre Specialist (12-month Contract)

BD Mexico; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global medical device company seeks a Connected Med Management Technical Support Specialist in Kuala Lumpur to assist with complex customer issues and ensure high-quality service delivery. Candidates should have a bachelor’s degree in Computer Science or related field, along with strong technical skills and previous experience in customer support. The role involves mentoring, problem-solving, and effective communication for efficient case management in a fast-paced environment.

Qualifications

• 3+ years of Microsoft SQL experience.
• CompTIA A+ or N+ preferred.
• Ability to communicate technical solutions to non-technical audience.
• Experience with Windows Server and Desktop Administration.
• Knowledge of networking topology and terminology.

Responsibilities

• Assist in resolving complex and high-risk customer issues.
• Provide customer service support and maintain open dialogue.
• Mentor colleagues and ensure high-quality service delivery.
• Collaborate across teams to solve technical issues.
• Model and set expectations for case management.

Skills

Customer Service

Technical Troubleshooting

Effective Communication

Mentoring

Problem Solving

Education

Bachelor's degree in Computer Science/IT

Tools

Microsoft SQL

Windows Server

Active Directory

VMWare

Job description

Job Description Summary

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, fostering open communication, driving team and cross‑functional collaboration, and empowering our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

About BD

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.

Job Description

We are the makers of possible

Responsibilities

Specific Duties, Activities and Responsibilities

• Customer Service Support

• 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, takes ownership and collaborates to guide 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 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 use 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, followed by a certification exam

• Level 2 product certification training will be provided around 6‑9 months, 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

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Work Shift

MY2 Night 10p‑7a Sun‑Thu (Malaysia)

Equal Opportunity Statement

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.