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Technical Team Lead, Technical Support Center

Apply Now Job ID R-347142 Date posted 10/02/2019

Locations

San Diego, California

Job Description Summary

The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers. The Technical Support Center team manages the remote service and support for BD customers worldwide. The Technical Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution.

Job Description

The Technical Team Leader 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 to include technical, collaborative, and customer service skills. In general, the Technical Team Leader’s responsibilities are categorized into the following separate functions:  customer service-driven; team centricity & collaboration.

Technical Team Collaboration & Team-Centric Responsibilities:

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 to ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration between agents 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, 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 Responsibilities:

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 for appropriate action

Administrative/Other Responsibilities:

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

Education:

  • Bachelor's degree 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  

Primary Work Location

USA CA - San Diego TC Bldg C&D

Additional Locations

Work Shift

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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.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com