Job Description

Summary

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The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

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I.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.

II.Purpose

The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

Specific Duties, Activities and Responsibilities

III.Knowledge, Skills and Abilities

Customer Service Support

Service Orientation, Initiative, & Quality

Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others' self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues

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 complex 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 when creating/updating Knowledge Articles

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

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, and internal & external communications. Uses plain talk to explain complex or technical concepts

Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions

Accountable

Models and sets expectations for high-quality personal case management

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

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

Knows and supports teammates' work and deliverables. 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 attitude 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

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 solve issues

Accurately assesses priority level and actively seeks to assist peers in assessing priority

Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

Advanced understanding of BD products and how technical support and Field supports them in our customers' environments

Expected to support two related core products in parallel

Understanding of how our products enhance and interact with hospital workflow

Ability to identify issue-trends and uses available tools, resources, and team collaboration to troubleshoot customer issues

Administrative/Other

Adherence to work and call schedules

Timely completion of any Company or Department required training.

Performs other duties as assigned

IV.Training

Combination of in-classroom training and shadowing for 3-weeks, followed by on the job training

Next core product training will be provided around 6-9 months period, followed by a certification exam

Level 2 product certification training will be provided around the 6-9 month period, followed by a certification exam

V.Education:

Bachelor's degree in Computer Science, Information Technology or Information Systems or 4+ years or equivalent experience

VI.Experience:

Microsoft SQL experience (3+ Years)

CompTIA A+ or N+ Preferred

Ability to communicate technical solutions/recommendations to a non-technical audience

Windows Server (2008+) and Desktop Administration (Win7+)

Networking topology, terminology, commands

IIS and Web Application Administration

Group Policies Terminology and Administration

Active Directory Administration

VMWare Terminology and Administration

Installing peripherals (Scanners, Printers...)

Application Installation and Troubleshooting

VII.Physical/Mental Requirements:

Flexible in working hours , primarily supporting North America day hours

Required Skills


Optional Skills


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Primary Work Location

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MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

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Work Shift

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