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

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!

Knowledge, Skills and Abilities

Technical Team Collaboration & Team-Centric 

Development Focused,Global & Company Mindset, andExecution

• Facilitates agent coaching sessions forbehavioral, technical, and customer experienceopportunities

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

• Demonstrates continued personal growth anddevelopment

• Collaborates with WFMon agent status changes and adherence for global impactconsiderations

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

• 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,anddepartments

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

Agile & Results DrivenandInclusive & Diverse

• Works with and through others to accomplish goals and deliverresults

• Coordinates appropriate case hand-offs and transitions between agents,specialists,teams, centers, anddepartments

• Adapts quickly to team needs to help secure efficient operation and highmorale

• Inspires and drives cross-functional productivity and development through collaboration process flowswithin and outsideof immediateteam

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 teamefforts

• Committed to continuous improvement through empowerment and managing ofresponsibilities

• Seizes opportunities to communicate with all appropriate departments for any significant current or potential customerconcerns

• Reviewscustomer satisfactionmetrics as it relates to agents and specialistsfor appropriateaction

Administrative/Other

• Timely completion of any Company or Department requiredtraining

• Performs other duties asassigned

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-technicalaudience

• 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

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: https://bd.com/careers

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift