Technical Support Centre Specialist (12-month Contract)

Becton Dickinson; Kuala Lumpur; On-site; MYR 72,000 - 90,000; Full time

Job summary

A global medical device company is looking for a Technical Support Centre Specialist in Kuala Lumpur. This role involves resolving complex customer issues, primarily through troubleshooting and effective communication. Candidates should hold a Bachelor's degree in Computer Science or equivalent and have at least 3 years of experience with Microsoft SQL. The position offers an opportunity to shape service processes at a well-respected organization while aiding in both customer and technical support areas.

Qualifications

• Bachelor’s degree in Computer Science, IT, or equivalent experience.
• 3+ years of Microsoft SQL experience.
• Ability to convey technical solutions to non-technical users.

Responsibilities

• Assist in resolving complex and high-risk customer issues.
• Document case notes and maintain data integrity in CRM.
• Lead Root Cause Investigation and collaborate with teams.

Skills

Microsoft SQL

Communication with non-technical audiences

Windows Server Administration

Networking knowledge

Active Directory Administration

Education

Bachelor’s degree in Computer Science or related field

Tools

IIS Administration

VMware

CompTIA A+ or N+

Job description

Technical Support Centre Specialist (12-month Contract)

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, including customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, in a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe, and is expected to understand Legacy and NextGen systems from server to station and integrated connections to other BD products.

About BD

BD is one of the largest global medical device companies, advancing health by improving medical discovery, diagnostics, and patient care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers, focusing on delivering exceptional service to customers.

Why Join Us?

BD offers a culture that encourages inclusiveness, growth, and rewarding careers. You will shape the trajectory of BD while leaving a legacy and contribute to making the world a better place.

Department Overview

The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers, focusing on delivering exceptional service to customers.

Purpose

Assist in resolving complex, time sensitive, high-risk issues, including customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians in a timely and professional manner.

Responsibilities

• Foster open dialogue and maintain an approachable manner, treating others fairly and respectfully.
• Use phone and email for effective communication and adapt communication style to clear and succinct information.
• Document case notes and internal & external communications with plain talk explaining complex concepts.
• Set clear objectives and measure expectations and timelines (internal or external).
• Support resolution of trending issues and maintain data quality and integrity in CRM.
• Provide pertinent information to agents and specialists and promote customer-centric concepts when creating or updating Knowledge Articles.
• Seek customer feedback, provide progress updates, and ensure customer needs are fully met.
• Mentor others by providing guidance and feedback to support quality customer interactions.
• Model high-quality personal case management and mentor teammates.
• Lead Root Cause Investigation (RCA) progress and collaborate with cross‑regional teams to solve issues.
• Accurately assess priority levels and assist peers in assessing priority.
• Identify issue trends and use available tools and resources to troubleshoot customer issues.
• Adhere to work schedules, complete required training, and perform 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 at 6‑9 months, followed by a certification exam.
• Level 2 product certification training will be provided at 6‑9 months, followed by a certification exam.

Education

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or 4+ years of equivalent experience.

Experience

• Microsoft SQL experience (3+ years).
• CompTIA A+ or N+ preferred.
• Ability to communicate technical solutions/recommendations to non‑technical audiences.
• Windows Server (2008+) and Desktop Administration (Win7+).
• Networking topology, terminology, and commands.
• IIS and Web Application Administration.
• Group Policy terminology and administration.
• Active Directory Administration.
• VMware terminology and administration.
• Peripherals installation (scanners, printers).
• Application installation and troubleshooting.

Physical/Mental Requirements

• Flexible working hours, primarily supporting North America day hours.

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

MY2 Night 10p-7a Sun-Thu (Malaysia)

Equal Opportunity

BD is an Equal Opportunity Employer. For more about BD visit https://bd.com/careers.