Technical Support Team Lead - Care Continuum

Technical Support Team Lead - Care Continuum

BD is one of the largest global medical device companies and we are advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD Medical Device Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission focused on delivering exceptional service to our customers.

Responsibilities

• Ensure agents follow BD Customer Support protocols
• Partner with the Customer Support Manager to optimize processes to improve the customer experience, helping drive account expansion and customer renewals
• Understand and leverage monthly resource utilization metrics, resource planning and resource projections
• Monitor and drive efficiency in case handling / aging, agent availability, knowledge article utilization, etc.
• Drive efficient and effective escalation of cases
• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
• Support the field implementation team to successfully complete installations
• Support Field Service Technicians in diagnosing and repairing MedBank products
• Coordinate and execute the shipment of parts and supplies to customers

Qualifications

BD is an Equal Opportunity / Affirmative Action Employer. We do not discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic status, familial status, sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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