Technical Support Specialist 2

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 ** 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. Responsibilities Customer Service SupportService Orientation, Initiative, & QualityApplies knowledge of support service operations to answer inbound calls, callbacks, and escalations on the 1.1x ChannelActs with customers in mind when choosing and utilizing Phone and/or Email communication channelsDemonstrates effective use of phone and email for communication channelAdapts 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 audienceLooks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incidentsAbility to identify trends in case workMaintaining 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 opinionsProvides progress updates to the customer. Seeks customer feedback and ensures needs have been fully metAccountableTakes action, prioritizes, and accurately assesses personal case management to ensure a high-quality customer experienceExcellent time management skills with the ability to manage multiple cases simultaneouslyFollows and redirects others towards process checklists & collaboration processDemonstrate understanding of Customer Education (clinical and technical) and encourage others to continue learningAddresses issues in an open, constructive, and professional manner and persuades others to approach issues in the same mannerDisplays a positive attitude about the work to be done, co-workers, customers, management, and employer policiesAsks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve one's efficiency and effectiveness on the jobProven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations Problem Solving / Decision Making Applies rigorous logic and methods to participate and lead the team's issue resolution activitiesAccurately assesses priority level with limited to no guidanceRemains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties Technical Intermediate understanding of BD products and how GTS and Field Service support them in our customers' environmentsUnderstanding of how BD products enhance and interact with the pharmacy workflowWorking knowledge of Windows OS & hospital IT environmentsAbility to identify issue-trends and use available tools, resources, and team collaboration to troubleshoot customer issuesAdministrative/OtherAdhere to assigned work schedules, call schedules, and attendance expectationsComplete all required training within established deadlinesConsistently demonstrate performance and behaviors that positively contribute to team and organizational goals, KPIs, and SLAs, including but not limited to timely case resolution and closure, accurate documentation, and comprehensive case notesEmbrace a growth mindset by continuously developing skills, supporting the success of others, and modeling BD Way behaviors and values in daily interactions and executionPerform other duties and responsibilities as assignedTrainingCombination of eLearning training and shadowing, followed by on-the-job trainingEducation:Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experienceExperience: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/experienceSQL Reporting ServicesAbility to communicate technical solutions/recommendations to a non-technical audienceWindows Server (2008+) and Desktop Administration (Win7+)Networking topology, terminology, commandsIIS and Web Application AdministrationGroup Policies Terminology and AdministrationActive Directory AdministrationVMWare Terminology and AdministrationInstalling peripherals (Scanners, Printers...)CompTIA A+ or N+ preferredApplication Installation and TroubleshootingDNSDHCPLAN/WANTelnetPorts (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 to meet the needs of the remediation team/scheduleRemote position working from home officeAt 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. Why Join Us? 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 drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.To learn more about BD visit Primary Work Location USA TX - San Antonio Additional Locations USA CA - San Diego Bldg A&B Work Shift NA (United States of America) At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under " ". Salary Range Information Salary Range Information$32.10 - $51.30 USD Hourly #J-18808-Ljbffr BD