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 missionthat’sfocused on knowingthere’sa patient at the center of everything wedoso our pledge is to deliver exceptional service to our customers. 

Purpose

The TeamLeadwill lead day-to-day activitiesrequiredfor the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agentsand specialiststo include technical, collaborative, and customer service skills. In general, the TeamLead’sresponsibilities are categorized into the following separate functions:  customerservice-driven; team centricity & collaboration.

Specific Duties,Activities and Responsibilities

Knowledge,Skillsand Abilities

Technical Team Collaboration & Team-Centric 

Development Focused,Global & Company Mindset, andExecution

• Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities

• Fosters a climate of approachability and opendialogue in which people value mentorship and encouraged to do their best

• Demonstrates continued personal growth and development

• Collaborates with WFMon agent status changes and adherence for global impact considerations

• Continually engages with Field and Implementation teams to meet the needs of the customer

• Drives a high performing and high developing customer-centric team of agentsand specialiststo ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration betweenagents, specialists,and departments

• Review agent case activity and approve involvement as it relates to other support subgroups 

Agile & Results Drivenand Inclusive & Diverse

• Works with and through others toaccomplishgoals and deliver results

• Coordinatesappropriate casehand-offs and transitions between agents,specialists,teams, centers, and departments

• Adapts quickly to team needs to help secure efficient operation and high morale

• Inspires and drives cross-functional productivity and development through collaboration process flows within and outside of immediate team

TechnicalCustomer Service Driven

Customer Focus,Customer Centric & Innovative, andStrategy

• Acts with the customer in mind in all areas of team and individual performance

• Builds customer loyalty through interaction, communication, and team efforts

• Committed to continuous improvement through empowerment and managing of responsibilities

• Seizes opportunities to communicate with allappropriate departmentsfor any significant current or potential customer concerns

• Reviews customer satisfactionmetrics as it relates to agents and specialistsforappropriate action

Administrative/Other

• Timely completion of any Company or Department required training

• Performs other duties as assigned

Education:

• Bachelor'sdegree in Computer Science or 5+ years equivalent experience

Experience:

• Microsoft SQL experience (4+ 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

Physical/Mental Requirements:

• Flexible in working hours