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 transformative 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. 

Specific Duties, Activities and Responsibilities

Knowledge, Skills and Abilities

Customer Service Support

• 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 persuades others to approach issues in the same manner

• Displays a positive attitude 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

Technical

• Advanced understanding of BD products and how technical support and Field supports them in our customers' environments

• Understanding of how our products enhance and interact with hospital workflow

• Ability to identify issue-trends and uses available tools, resources, and team collaboration to troubleshoot customer issues

Education:

• Bachelor's degree in Computer Science or 4+ years equivalent experience

Experience:

• Microsoft SQL experience (3+ Years)

• CompTIA A+ or N+ Preferred

• 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...)

• Application Installation and Troubleshooting

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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.

Required Skills

Optional Skills

.