Technical Support Centre Specialist (12-month Contract)

Technical Support Centre Specialist (12-month Contract)

Job Summary : The Connected Med Management Technical Support Specialist (multiskilled) resolves complex, time‑sensitive, high‑risk issues—including customer escalations, site outages, remote troubleshooting—and dispatches cases to field service technicians in a timely, professional manner. The specialist supports two core products (ES and PLX or ES and CIISafe) and understands legacy and next‑generation systems, server to station connectivity, and integrated BD products.

Responsibilities

• Fosters open dialogue, maintains an approachable manner, and treats others fairly and respectfully.
• Demonstrates effective use of phone and email for communication.
• Adapts content, tone, style, and form to suit the reader, using clear, succinct information when documenting case notes and internal / external communications.
• Sets clear objectives, measures expectations and timelines (internal or external).
• Supports the resolution of trending issues.
• Models high‑quality personal case management and continuous learning.
• Mentors and moderates process, progress, and results to ensure adherence to process checklists and collaboration process.
• Provides mentorship to others by offering guidance and feedback to encourage and support quality customer interactions.
• Sponsors, selects team members, takes ownership and collaboratively guides resolution activities and root‑cause investigation (RCA) progress.
• Ensures good decisions when resolving new / recurring / ongoing cases.
• Accurately assesses priority level and actively seeks to assist peers in assessing priority.
• Expected to support two related core products in parallel and identify issue trends using available tools, resources, and team collaboration.
• Adheres to work and call schedules and completes any company or department required training on time.
• Performs other duties as assigned.

Qualifications

Equal Opportunity Employer

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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