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%

Key Responsibilities

• 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 sophisticated 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

• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountable

• Models and sets expectations for high-quality personal case management

• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process

• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)

• Knows and supports teammates’ work and results. 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 demeanor 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

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following-up with local service personnel to ensure problem resolution and customer satisfaction.

• Sponsors, selects team members, take ownership and collaboratively guides 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 tackle issues

• Accurately assesses priority level and actively seeks to