Job Description Summary

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead's responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

Job Description

Business Segment:

Solution Deployment and Services

Business Unit:

Medication Management Solutions (MMS)

Department:

Service and Support, Technical Support

Reports To:

Manager, Technical Support Center

New / Revised Date:

May 27, 2019

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 mission that's focused on knowing there's a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

Purpose

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead's responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

Specific Duties, Activities And Responsibilities

% of time

Technical Team Collaboration & Team-Centric

50

Technical Customer Service-Driven

40

Administrative/Other

10

Knowledge, Skills And Abilities

Technical Team Collaboration & Team-Centric

Development Focused, Global & Company Mindset, and Execution

Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities
Fosters a climate of approachability and open dialogue in which people value mentorship and encouraged to do their best
Demonstrates continued personal growth and development
Collaborates with WFM on 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 agents and specialists to ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration between agents, specialists, and departments
Review agent case activity and approve involvement as it relates to other support subgroups

Agile & Results Driven and Inclusive & Diverse

Works with and through others to accomplish goals and deliver results
Coordinates appropriate case hand-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

Technical Customer Service Driven

Customer Focus, Customer Centric & Innovative, and Strategy

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 all appropriate departments for any significant current or potential customer concerns
Reviews customer satisfaction metrics as it relates to agents and specialists for appropriate action

Administrative/Other

Timely completion of any Company or Department required training
Performs other duties as assigned

Education:

Bachelor's degree in Computer Scienceor 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 PoliciesTerminology and Administration
Active Directory Administration
VMWare Terminology and Administration
Installing peripherals (Scanners, Printers...)
Application Installation and Troubleshooting

Physical/Mental Requirements:

Flexible in working hours

Required Skills

Optional Skills

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

CSC Team Lead