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. 

The Customer Support Specialist 2 (CSS 2) assists in resolving sophisticated, time sensitive, and high-risk issues, which include customer escalations, sites down, and remote troubleshooting in a timely and professional manner. Each CSS 2 is expected to understand PharmacyKeeper from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, fostering open communication, driving team and cross-functional collaboration, and empower our CSS 2 to take calculated risks and continuously improve our culture, processes, and service.

Communication

• Establishes rapport with customers that is conducive to long-term business relationships.

• Provides team support and product information on BD Dispensing products as assigned by manager.

• Mentors team members to ensure product and process competency.

• Must be able to gain consensus within teams and deliver concise and consistent communication.

• Meets with stakeholders (internal and external) to communicate detailed updates regarding customer service issues.

Technical

• Assists end-users with questions and problems during business hours and during rotating on-call responsibilities. This includes, but is not limited to:

  • Answering incoming customer calls

  • Answering incoming customer emails

  • Resolving customer issues through PharmacyKeeper UI manipulation or customer training

  • Providing guidance on how to run reports on PharmacyKeeper data and providing the report directly to the customer

  • Supporting the customer with integrated hardware solutions set-up or reconfiguration.

• Contributes to implementations to ensure desired client objectives and goals are met

• Diagnoses problems/issues and resolves with clients or generates support tickets as needed

• Develops expertise with PharmacyKeeper applications

• Proactively seeks new tasks/projects to assist CSS and implementation teams.

• Provides administrative assistance to cross-functional teams as needed.

• Demonstrates knowledge of established BD Dispensing product implementation methodologies and tools or equivalent industry standards.

• Must be detail-oriented, able to multi-task and the ability to implement complex projects consistent with established company and customer objectives.

• Demonstrates critical thinking and ability to aid customers in use of solutions and optimization with necessary participation of clinical team member.

• Demonstrates problem solving, troubleshooting and system consultation.

• Installs and supports BD Dispensing software as assigned by manager.

• Mentors team members on products, standard processes and customer education.

• Expected to act as a customer support resource when vital.

• Knowledgeable of BD Dispensing products as assigned by manager.

Administrative

• Works independently.

• Timely completion of internal company documentation.

• Determines work priorities with guidance from manager.

• Possesses superior organizational skills with the flexibility to readily adapt to change.

• Participates in on-call rotation as assigned by manager. This may include holidays, nights, and weekends.

Qualifications

• Bachelor’s degree preferred or equivalent education and work experience.

• Expertise in HIS/PIS systems and pharmacy workflow a plus. Must have a solid understanding of a variety of software applications.

• Certifications: Certified Pharmacy Technician preferred.

• Must be able to lift a minimum of 40 lbs. This position may involve pushing, pulling, stooping, bending, and lifting.

• Position requires flexible working hours, including on-call rotation some nights and weekends. This is a remote position requiring in-office attendance as determined by the leadership team and ability to work independently from home office.

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 learn more about BD visit https://bd.com/careers

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. 

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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