Technical Support Team Lead - Care Continuum

Technical Support Team Lead - Care Continuum

BD Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Engineering / Technical Support Lead position at BD. The role leads a team of technical support specialists, focusing on rapid, high‑risk issue resolution, customer escalation, and field service coordination.

Overall 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

Click on apply if this sounds like you!

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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