Job Description Summary

Technical support specialist providing remote support to our customers of pharmacy automation.

Job Description

We are the makers of possible

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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

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.

Business Segment:
Global Customer Service
Business Unit:
Medication Management Solutions (MMS)
Department:
Technical Service, Sales Support
Reports to:
Manager, Technical Support Center

Position Overview

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

Percentage of time:

• Customer Service Support 25%

• Technical 70%

• Administrative/Other 5%

Responsibilities

• Demonstrates exceptional communication skills through phone and email channels, adapting content, tone, and style to meet customer needs while documenting case notes with clear, succinct information and explaining technical concepts in plain language.

• Manages customer cases effectively by setting clear objectives and timelines, providing regular progress updates, seeking customer feedback, and ensuring high-quality personal case management that fully addresses customer needs.

• Applies technical expertise to diagnose problems by consulting with field service engineers, referencing technical manuals, and collaborating cross-regionally to identify issue trends and implement solutions while maintaining data quality and integrity in CRM systems.

• Demonstrates leadership through mentoring peers, moderating processes, sponsoring root cause investigations, and representing the Technical Assistance Center on multi-functional project teams while supporting the resolution of trending issues.

• Maintains comprehensive product knowledge including technical specifications, pricing, and workflow integration, while continuously seeking new competencies and displaying a positive, professional demeanor when working with teammates, customers, and management.

Minimum Qualifications

• Demonstrated technical ability with familiarity of basic networking hardware and software components. Must be able to comprehend technical issues, read technical manuals, and ensure effective troubleshooting techniques with users of various technical expertise levels.

• Possess solid customer service skills with proven experience in a technical support environment. Highly motivated to provide superior customer care with superb communication skills including good grammar, enunciation, and active listening abilities.

• Self-motivated individual with strong work ethic who can work in a team environment while also functioning effectively with minimal supervision. Willingness to extend beyond specified workday hours as required by situations.

• Possess the abilities vital to document practices and procedures clearly and thoroughly, contributing to knowledge base development and process improvement.

• Associate's Degree in business or technical field (preferred) with 1-2 years of technical support experience OR equivalent of 2+ years applicable experience. Up to 15% domestic travel may be required.

Preferred Qualifications

• One industry specific certification stron