Job ID R-482258 Date posted May 19, 2024

Be part of something bigger at BD. Here, you’ll help us share our innovative solutions with more clinics, physicians, pharmacies and medical entities which will in turn benefit the health and well-being of people and patients all over the nation. It’s an exciting, challenging and rewarding role, but you’ll be working from a place of strength thanks to our trusted name, and the belief in our products that you’ll quickly develop. Here, you’ll be channeling all your sales skills and experience into one singular goal: advancing the world of health™. At BD, you can make a true difference of one.

  • Job Type:
  • Job Level:
    Entry to Senior
  • Travel:
  • Salary:
  • Glassdoor Reviews and Company Rating


Job Description Summary

Job Description

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. 

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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 health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place. 

Become a maker of possible with us!

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.


The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.

Specific Duties, Activities and Responsibilities

Percentage of time:

  • Customer Service Support 50%
  • Technical 40%
  • Administrative/Other10%

Knowledge, Skills and Abilities

Customer Service Support Service Orientation, Initiative, & Quality

  • 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


  • 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

Problem Solving / Decision Making

  • Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
  • Ensures good decisions are made when resolving new/recurring/ongoing cases
  • Peer mentor and actively partners cross-regionally and across teams to solve issues
  • Accurately assesses priority level and actively seeks to assist peers in assessing priority
  • Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties


  • Advanced understanding of BD products and how technical support and Field supports them in our customers' environments
  • Expected to support two related core products in parallel
  • 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


  • Adherence to work and call schedules
  • Timely completion of any Company or Department required training.
  • Performs other duties as assigned


  • Combination of in-classroom training and shadowing for 3-weeks, followed by on the job training
  • Next core product training will be provided around 6-9 months period, followed by a certification exam
  • Level 2 product certification training will be provided around the 6-9 month period, followed by a certification exam


  • Bachelor's degree in Computer Science, Information Technology or Information Systems or 4+ years or equivalent 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

Physical/Mental Requirements:

  • Flexible in working hours , primarily supporting North America day hours

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

To learn more about BD visit:

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY2 Night 10p-7a Tue-Sat (Malaysia)

Success Profile

What makes a successful Sales Professional at BD? Check out the top traits we’re looking for and see if you have the right mix.

  • Ambitious
  • Collaborative
  • Goal-oriented
  • Persuasive
  • Results-driven
  • Self-starter

Advancing the world of health™

BD is one of the largest global medical technology companies in the world and is advancing the world of health™ by improving medical discovery, diagnostics and the delivery of care. BD helps customers enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care.

I’m proud to work at BDI Surgery and BD because the work we do every day optimizes surgical outcomes and enhances patients’ lives.

Rian Seger
VP Sales & Commercial Excellence

Every day we focus on bringing innovative solutions to patients living with diabetes. The patient is at the heart of everything we do.

Stacy Burch
VP Marketing and Commercial Excellence

Getting our customers the right information on time so they can focus on their science and diagnostics needs is why I come to work every day.

Jaime Humara
Vice President Global Marketing



Retirement Plans

Professional Development

Paid Time Off

Awards &

Working in

Kuala Lumpur

Take a look at the map to see what's nearby.

Don’t Miss Out

Receive customized job alerts based on your function and/or location search criteria.

Interested in

Join Our Talent Pool

Join our talent pool

Upload your resume to help our recruiters match you to the right job. They'll be in touch if they find a good fit.

BD Fraud Notice

Please be aware of potentially fraudulent job postings on other websites or suspicious recruiting email or text messages that attempt to collect your confidential information. If you are concerned that an offer of employment with BD, CareFusion or C.R. Bard might be a scam, please verify by searching for the posting on the careers page or contact us at For more information click here.