Technical Support Specialist

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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

** This position is a limited-term assignment and is anticipated to last approximately through June 2028. This opportunity includes benefits such as (medical, health, dental, 401k). Eligibility for these benefits will be based on the eligibility requirements as determined by the BD Total Rewards policy **

Purpose

The purpose of the Technical Support Specialist 2 (TSS-2) is to assist in resolving complex, time-sensitive, and high-risk issues, including customer escalations, site downtime, remote troubleshooting, and dispatching cases to field service technicians, in a timely and professional manner. Each TSS-2 is expected to understand the Medstation systems from the server to the station, as well as any integrated connections to other BD products.

We strive to be the leader in support by building trusted partnerships, fostering open communication, driving team and cross-functional collaboration, and empowering our TSS-2 to take calculated risks and continuously improve our culture, processes, and service.

This role is exclusively designated to provide CSC support to internal peers related to the upgrade and implementation of ES 1.1x.

• Collaborate effectively with a cross-functional ES 1.1x upgrade team to ensure timely communication and coordination of support.
• Ensure adherence to regulatory requirements specific to the ES 1.1x remediation efforts.
• Operate efficiently in a dynamic upgrade environment to promptly resolve cases and escalations.
• Maintain and continuously expand knowledge of ES 1.1x to ensure proficiency in troubleshooting & support.

Service Orientation, Initiative, & Quality

• Applies knowledge of support service operations to answer inbound calls, callbacks, and escalations on the 1.1x Channel
• Acts with customers in mind when choosing and utilizing 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. Ability to understand and communicate complex technical systems to a non-technical audience
• Looks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incidents
• Ability to identify trends in case work
• Maintaining high levels of data quality and integrity (Salesforce)
• 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 the customer. Seeks customer feedback and ensures needs have been fully met

• Takes action, prioritizes, and accurately assesses personal case management to ensure a high-quality customer experience
• Excellent time management skills with the ability to manage multiple cases simultaneously
• Follows and redirects others towards process checklists & collaboration process
• Demonstrate understanding of Customer Education (clinical and technical) and encourage others to continue learning
• Addresses issues in an open, constructive, and professional manner and persuades others to approach issues in the same manner
• Displays a positive attitude about the work to be…