BD (Becton, Dickinson and Company) IT Technical Relationship Management (TRM) Advisor - Executive Support -Permanent Position in Le Pont, France

Job Description Summary

Job Description

The Technical Relationship Management organization is the gatekeeper / interface between BD internal Business Relationship Management, Businesses, Functions, IT Global Infrastructure Towers and the Suppliers / Vendors servicing BD with IT services, operations and technical project execution. Any IT-technical aspects, one-time efforts or long-term service establishment to the business, is being addressed by the TRM groups. The TRM team owns related Project Management, Project Execution, Communications Management as well as Risk and Issue Management.

Executive Support Services will be provided mainly in Pont de Claix, France and secondly in the EMEA Headquarter of BD in Eysins, Switzerland.

Executive Support Services will be provided to high level management of BD. This position will require some after business hour work and may become part of an on call 24/7 unless a backup is available (globally).

As the IT TRM Advisor - Executive Support you have a great influence on customer satisfaction since our customers are Senior Executives. This position will handle customer inquiries via phone, email, in person or chat regarding technical issues with software, hardware, meeting support or remote computing. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary actions are taken to resolve a customer's inquiry. It is critical that we provide service in a professional and courteous manner and maintain ownership until resolution.

You will be then responsible for all Executive Support within a predefined scope to insure the highest available support.

You will also be part of different smart projects like the consolidation of inefficient sites for example.

Your main responsibilities are :

  • Regional BD Executive Support, primarily within Pont de Claix office but also to remote

  • Follow all support needs end-to-end

  • Related IT supplier management

  • Service improvement recommendations

  • Executive Support Controlling

  • Full documentation of support via ITOne incidents or service requests to allow…

  • Regional Executive support metrics and reporting

  • Cross geography collaboration and coordination with Executive Support peers

  • Executive Escalations

  • Assess IT technical aspects

  • Use BD internal toolsets (ITOne, ServiceNow, IBPS, …)

  • Apply standards and common sense

  • Feedback on standard incompatibilities or necessary changes

  • Collaborate with IT Business Relationship Organization (BRM) IT Partners

Who you are :

Experience:

  • Desktop Support and End User Client Support

  • Experience working with and for Executives

  • Knowledge of supplier relationship management

  • Proven ability to manage projects is a plus

Qualifications:

  • BS in Computer Science or equivalent work experience

  • Strong analytical skills

  • Strong interpersonal skills

  • Excellent communication skills

  • Business acumen

  • Strong knowledge of End User Computing equipment e.g. laptops, smartphones, peripherals

  • Very good knowledge of conferencing solutions

  • Remote Diagnostics

  • Solution oriented

  • Ability to work in teams

  • SharePoint, OneDrive, Teams and SericeNow are a big plus

  • Strong ITIL process skills

  • A fluent level in French & English is mandatory. Good knowledge of German is a plus

To be part of this new adventure, you must have at least 4 years’ experience in the same function, within strong analytical and communication skills.

We are looking for a curious and pro-active person to join a WW friendly and collaborative team.

We need to find in you a sympathic and meticulous person with strond interpersonal skills.

You must have excellent communication skills and moreover, an intuitive and pedagogue methodology to be able to explain the issues that your internal customers are facing.

So if you think you’re the right person for this opportunity, don’t hesitate to apply!

This position is based in Pont de Claix.

If this describes you and your career aspirations, then please click on the APPLY button.

Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: http://bd.tal3nt.community/

Primary Work Location

FRA Le Pont-de-Claix Cedex

Additional Locations

Work Shift

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.