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
