Remote MedTech Support Specialist – ES 1.1x Expert

BD; Montana City (MT); Hybride; USD 44 000 - 71 000; Plein temps

Résumé du poste

BD is seeking a Technical Support Specialist 2 (TSS-2) to assist in resolving complex, time-sensitive, high-risk issues, including escalations, site downtime, and remote troubleshooting. You will understand Medstation systems end-to-end and support ES 1.1x upgrade/implementation for internal peers.

The role emphasizes cross-functional collaboration, data accuracy in Salesforce, and commitment to BD Total Rewards while delivering excellent customer service in a fast-paced healthcare environment.

Qualifications

• Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience.
• Microsoft SQL experience (2+ years).
• Must write queries and analyze SQL data (Select/Join) within complex structures.
• SSIS (SQL Job) exposure/experience.
• SQL Reporting Services.
• Windows Server (2008+) and Desktop Administration (Win7+).
• Networking topology, terminology, commands.
• IIS and Web Application Administration.
• Group Policies Terminology and Administration.
• VMWare Terminology and Administration.
• Application Installation and Troubleshooting.
• Ports (Networking/OS).
• Understanding of XML language (1+ years).
• Ability to review application and OS logs (2+ years).

Responsabilités

• Collaborate with ES 1.1x upgrade team for timely communication and coordination of support.
• Ensure adherence to regulatory requirements specific to ES 1.1x remediation efforts.
• Maintain and expand knowledge of ES 1.1x to ensure proficiency in troubleshooting & support.
• Customer Service Support
• Service Orientation, Initiative, & Quality
• Respond to inbound calls, callbacks, and escalations on the 1.1x Channel.
• Use phone/email communication effectively and tailor messages to reader and purpose.
• Document case notes with clear, concise information and data quality (Salesforce).
• Provide progress updates and seek customer feedback to ensure needs are met.
• Assess and prioritize actions for high-quality customer experience.
• Demonstrate understanding of Customer Education and BD products in reader environments.
• Understand how BD products interact with pharmacy workflow.
• Working knowledge of Windows OS and hospital IT environments.
• Identify issue trends and collaborate to troubleshoot customer issues.

Connaissances

SQL

SSIS

SQL Reporting Services

Windows Server

Networking

IIS

Group Policy

VMware

XML

Log analysis

Formation

Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience

Outils

Salesforce

Description du poste

BD is seeking a Technical Support Specialist 2 (TSS-2) to assist in resolving complex, time-sensitive, high-risk issues, including escalations, site downtime, and remote troubleshooting. You will understand Medstation systems end-to-end and support ES 1.1x upgrade/implementation for internal peers.

The role emphasizes cross-functional collaboration, data accuracy in Salesforce, and commitment to BD Total Rewards while delivering excellent customer service in a fast-paced healthcare environment.