Technical Customer Support Specialist

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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Vascular Access Devices, a sub-business unit of Medication Delivery Solutions, focuses on developing, manufacturing, and distributing high-quality medical devices used by clinicians throughout the worldwide healthcare industry to access a patient’s vasculature. Our devices assist in the delivery of chemotherapy, blood products, antibiotics, and nutrition.

This position performs interactive troubleshooting on BD owned and customer owned Capital Equipment and completes the complaint file.

• Functions as the primary internal contact for BD Access Systems' customers registering Capital Equipment complaints or requests for service/repair received by telephone or email.

• Makes a determination if the information received from a customer constitutes a complaint or troubleshooting or routine servicing of Capital Equipment.

• Documents complaints and service requests received and assures accurate completion of the appropriate fields for recording evaluations of complaints, service requests and troubleshooting.

• Processes loaner equipment requests and verifies the status of Capital Equipment sent for repair.

• Processes return of Capital Equipment for service and repair through Customer Service.

• Verifies inventory with Customer Service.

• Redirects Capital Equipment sent to BD to the appropriate Service Center.

• Performs Sales Order number tracking and stock number look up

• Collaborates with domestic customers, sales representatives, or other BD-Bard division personnel about returning Capital Equipment when needed. They also acquire additional information for complaints or maintenance requests, including product ownership and warranty details.

• Interacts with a vast spectrum of people that may be irate because of a real or perceived problem.

• Handles a large volume of work in an organized manner with constant interruption due to phone calls.

• Determines defect codes from information provided for each complaint.

• Deals with the division leadership in terms of submitting reports and responding to queries.

Minimum Qualifications:

• High school diploma, GED, or equivalent

• Minimum of 1 year experience in a related area or equivalency

• Demonstrated customer service experience with good communication skills.

• Experience in Word Processing and spreadsheets, and strong telephone skills

• Ability to work with customers and sales representatives to troubleshoot possible issues with Capital Equipment

Preferred qualifications include:

• Prior experience in a regulated industry and knowledge of medical terminology.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

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.