Job Description Summary

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. 

The Customer Support Specialist 2 (CSS 2) assists in resolving sophisticated, time sensitive, and high-risk issues, which include customer escalations, sites down, and remote troubleshooting in a timely and professional manner. Each CSS 2 is expected to understand PharmacyKeeper 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 empower our CSS 2 to take calculated risks and continuously improve our culture, processes, and service.

Communication

• Establishes rapport with customers that is conducive to long-term business relationships.

• Provides team support and product information on BD Dispensing products as assigned by manager.

• Mentors team members to ensure product and process competency.

• Must be able to gain consensus within teams and deliver concise and consistent communication.

• Meets with stakeholders (internal and external) to communicate detailed updates regarding customer service issues.

Technical

• Assists end-users with questions and problems during business hours and during rotating on-call responsibilities. This includes, but is not limited to:

  • Answering incoming customer calls

  • Answering incoming customer emails

  • Resolving customer issues through PharmacyKeeper UI manipulation or customer training

  • Providing guidance on how to run reports on PharmacyKeeper data and providing the report directly to the customer

  • Supporting the customer with integrated hardware solutions set-up or reconfiguration.

• Contributes to implementations to ensure desired client objectives and goals are met

• Diagnoses problems/issues and resolves with clients or generates support tickets as needed

• Develops expertise with PharmacyKeeper applications

• Proactively seeks new tasks/projects to assist CSS and implementation teams.

• Provides administrative assistance to cross-functional teams as needed.

• Demonstrates knowledge of established BD Dispensing product implementation methodologies and tools or equivalent industry standards.

• Must be detail-oriented, able to multi-task and the ability to implement complex projects consistent with established company and customer objectives.

• Demonstrates critical thinking and ability to aid customers in use of solutions and optimization with necessary participation of clinical team member.

• Demonstrates problem solving, troubleshooting and system consultation.

• Installs and supports BD Dispensing software as assigned by manager.

• Mentors team members on products, standard processes and customer education.

• Expected to act as a customer support resource when vital.

• Knowledgeable of BD Dispensing products as assigned by manager.

Administrative

• Works independently.

• Timely completion of internal company documentation.

• Determines work priorities with guidance from manager.

• Possesses superior organizational skills with the flexibility to readily adapt to change.

• Participates in on-call rotation as assigned by manager. This may include holidays, nights, and weekends.

Qualifications

• Bachelor’s degree preferred or equivalent education and work experience.

• Expertise in HIS/PIS systems and pharmacy workflow a plus. Must have a solid understanding of a variety of software applications.

• Certifications: Certified Pharmacy Technician preferred.

• Must be able to lift a minimum of 40 lbs. This position may involve pushing, pulling, stooping, bending, and lifting.

• Position requires flexible working hours, including on-call rotation some nights and weekends. This is a remote position requiring in-office attendance as determined by the leadership team and ability to work independently from home office.

At BD, we pri