Technical Support Team Lead - Care Continuum

Overview

Technical Support Team Lead - Care Continuum role at BD (Tissuemed Ltd). The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, including customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, in 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.

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

Skills, Duties and Tasks Particular To The Job

Required Soft Skills

Qualifications

About BD

BD is one of the largest global medical device companies in the world. We advance 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 focused on delivering exceptional service to our customers.

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are passionate about fostering an inclusive, growth-centered culture. You will have the opportunity to shape the trajectory of BD while leaving a lasting impact.

Location

MYS Kuala Lumpur - Jalan Kerinchi

Employment details

Full-time, Mid-Senior level, Information Technology, Medical Equipment Manufacturing

Equal Opportunity

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

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