Technical Support Specialist

Job Description Summary

The purpose of the Technical Support Specialist 2 (TSS-2) 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 TSS-2 is expected to understand the GSL systems from server to cabinet 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 TSS-2 to take calculated risks and continuously improve our culture, processes and service.

Job Description

We are the makers of possible

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 ground-breaking solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Responsibilities:

Service Orientation, Initiative, & Quality

• Applies knowledge of support service operations to answer new Inbound Calls and Callbacks
• Acts with customers in mind when choosing and using Phone and/or Email communication channels
• 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
• Looks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incident
• Ability to identify trends in case work
• Provides the information people need to know by maintaining high levels of data quality and integrity (CRM)
• Maintains an open, approachable manner, and treats others fairly and respectfully. Preserves others' self-confidence and dignity, and shows regard for their opinions
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountable

• Takes action, prioritizes and accurately assesses personal case management to ensure a high-quality customer experience
• Follows and redirects others towards process checklists & collaboration process
• Maintain knowledge of and education level to demonstrate understanding of Customer Education (clinical and technical) and encourages other to continue learning
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanour about the work to be done, co-workers, customers, management, and employer policies.
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Applies thorough logic and methods to participate and own the team issue resolution activities
• Accurately assesses priority level with limited to no guidance
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Intermediate Understanding of BD products and how technical support and Field Service supports them in our customers' environments
• Understanding of how our products enhance and interact with pharmacy workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues

Training:

• Combination of eLearning training and shadowing, followed by on-the-job, in-field training

Education:

• Bachelor's degree in Computer Science/Electronic Technologies or 3+ years or equivalent experience

Experience:

• Microsoft SQL experience (2+ years)
• Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• Ability to communicate technical solutions/recommendations to a non-technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMWare Terminology and Administration
• Installing peripherals (Scanners, Printers)
• CompTIA A+ or N+ preferred
• Application Installation and Tackle
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language (1+ years)
• Ability to review application and OS logs (2+ years)
• Wireshark (1+ Years)

Physical/Mental Requirements:

• Flexible in working hours

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization's investment in BD University, you will continually level up your tech skills and expertise.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and aim to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

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.

PDN

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates-their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$33.10 - $54.60