We are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
Job Description
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…