BD (Becton, Dickinson and Company) Product Support Engineer (MedES) in Kuala Lumpur, Malaysia
Job Description Summary
As a Product Support Engineer for Pyxis specialty products you will be acting as an escalation point for technical issues and help increase efficiency by driving knowledge sharing across the Technical Support Center. You will also be responsible to perform root-cause analysis of complex product related issues, represent the Technical Support Center in product core meetings as the voice of the customer experience and stay current with information around new releases.
BD Business Description
The Product Support Engineering role for BD’s Pyxis Medication Management Solutions will be responsible for responding to tier-3 technical support escalation inquiries or issues with the goal of improving efficiency to resolution and extending product and technical knowledge sharing by collaborations with the GCS Technical Support Center resolving complex issues to closure. Performing failure investigations, assistance with root-cause analysis over product or technical related issues, Risk Analysis reports, publishing Knowledge management articles and representing the GCS Technical Support Center in product core team meetings as the voice of the customer experience surrounding product new releases will be required of this role. The Product Support Engineer position will act as the responsible party for troubleshooting escalated open tickets and work in collaboration with multiple engineering and testing teams within the organization as well as with customer service personnel in order to analyze and gather all pertinent information to resolution, thus maintaining maximum customer satisfaction. This role requires knowledge of multiple troubleshooting techniques that involve the analysis of complex data, advanced knowledge of information technology environments and concepts, development and use of software utilities, in addition to communicating timely, accurate and concise feedback on issues internally and externally. The Product Support Engineer will recommend solutions to issues based on experience and collected data as well as customer expectations. In addition to effective communication skills, innovation, creativity, leadership and leverage is expected. The Product Support Engineer works as an independent individual contributor who is customer focused, continuously learning and improving, persistent in issue resolution, executes ownership and communicates effectively to customers and key stakeholders.
Demonstrate the ability to quickly analyze, replicate, drive and resolve complex product related issues.
Effectively work cross-functionally with other teams to resolve escalated issues.
Offer technical guidance and advisement to Technical Support Specialists.
Demonstrate high level of interpersonal and communication skills.
Communicate with both the customer and business owners to achieve the expected outcomes.
Demonstrate a strong sense of urgency and ability to perform under pressure.
Provide support to solve issues related to current and legacy products
Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
Able to succinctly convey complex technical concepts to non-technical personnel to assure full understanding of issues, troubleshooting and resolution of open tickets
Use your technical knowledge along with customer service skills as the SME
(Subject Matter Expert) for products/product versions to answer complex partner/customer questions, issues and escalations with accuracy and responsiveness
Lead and conduct internal Product Support Engineering scrum meetings as part of continuous improvement
Available off hours for support as needed
Adhere to other duties as assigned by management.
Travel may be required to support customers and/or training.
Bachelor's degree from an accredited college in a related discipline, or equivalent experience / combined education, with 7 years or more of professional experience
3-5 years experience in a Technical Support Role
5+ years of experience with database design, development, support, or administration
5+ years of experience using Microsoft SQL Server tools and technologies
Advanced knowledge of Microsoft SQL Server 2008 or 2012 administration and SQL Server Reporting Services
Advanced knowledge of Microsoft Windows Server 2003, 2008 and 2012 (Installation, configuration and troubleshooting)
Familiarity with Windows XP, Windows 7 and Windows 10 workstation troubleshooting
Experience with Microsoft SQL Server performance tuning, familiarity with SQL execution plans, database indexing and ETL
Familiarity with Microsoft Team Foundation Server and Visual Studio Database projects a plus
Advanced knowledge of Windows Active Directory, Windows Security and Installation and configuration of IIS
Familiarity and experience with Virtualization technologies (VMWare, Hyper-V)
Advanced knowledge of Networking concepts and troubleshooting methods
Extensive Experience with installation of application software within a Windows Operating environment (Windows services)
Familiarity with HL7 language is a plus
Familiarity with troubleshooting computer hardware or peripheral issues (CPUs, scanners, printers, etc.)
DoD clearance is a plus.
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.