Product Technical Support (Remote) [Italy]

 

Job Description Summary

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!

Our vision for Technical Services at BD

The BD Technical Services organization delivers innovative, high-quality support and services to our customers through empowered and highly skilled teams. As a trusted partner, we help our customers to improve patient outcomes every day.

Job Description

As Product Technical Support you will provide post-sale service phone/remote support to customers, including troubleshooting, software and maintenance provided remotely. Respond to and resolve customer issues for equipment errors and malfunctions. Optimize BD equipment to ensure minimal customer downtime and workflow interruptions. Ensures customer satisfaction is met throughout the support process and the entire customer lifecycle. Follow effective knowledge tools to meet first-time-fix and response times rates. You'll be responsible to complete the administrative-related tasks in supporting service operations The core responsibility for this role is to provide day-to-day efficient and accurate completion of all the administrative-related tasks, aimed to support the effectiveness of Customer Support They must ensure efficient tasks prioritization focusing to align with service level agreements. The position reports to the Italian BD ROWA Italy Technical Team Leader.

Main responsibilities will include:

• Maintain accurately updated customer records and data quality in CRM as required
• Manage technical service call flow as the first point of contact for internal & external customers (phone & e-mails), also respond to incoming e-mails via central inbox within the required time frame, check customer entitlement, and defined SLAs to identify the customer’s entitled level of service to deliver
• Ensure that daily tasks are complete, and rejections timely raised
• Manage promptly the technical service call flow with external and internal partners. (outbound/inbound phone, e-mail) and respond to incoming e-mails x within the required time frame
• Provide excellent customer experience, through proficient and plain communication, while steadily updating partners on job status within specific time frames
• Partnering with the overall process involved collaborators (FSEs, Finance, Sales, Systems, and Business processes) to improve interdepartmental effective collaboration and optimally completion of interconnected tasks
• Track and execution of service jobs assigned, through steady and consistent monitoring and processing of cases to ensure completion of service-related tasks
• Process data and information records in BD systems (mainly but not only Microsoft CRM)
• Execution of all related administrative tasks

About you

• Experience in problem-solving & solution focus, particularly under pressure.
• Excellent communication skills (verbal & written) and great customer focus is crucial
• Able to have a broad approach as well as accuracy in viewing details
• Strong analytical and organizational skills
• Well organized in planning as well as capable to integrate frequent changes
• Proficiency in using Microsoft Office applications and other systems such as CRM Dynamics and ROWA dedicated support Software
• Language skills in line with regional responsibility
• Able to demonstrate adherence to processes & procedures
• Ability to work both independently and within a team environment demonstrating a collaborative, happy demeanor with a positive can-do attitude
• Can use initiative and demonstrate good judgment in respect of the business, customer, and team needs

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

Primary Work Location

ITA Milano - Via Enrico Cialdini