BD (Becton, Dickinson and Company) Field Service technician II, Saskatchewan in Canada
Job Description Summary
Responds to, evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem. Performs reactive/proactive Preventive Maintenance as assigned. Provides quality technical customer service in a responsive, empathetic, reliable, patient, resourceful and assured manner, effectively documenting all steps in the tracking system.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management. Responsible for the overall ownership of the service order, or will ensure proper escalation processes are followed.
Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.
Performs other duties as assigned.
Consults with advanced team members and their liaisons to understand software and hardware errors.
Notifies appropriate internal personnel of issues at a particular account.
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
Manages parts per the parts management policy and procedures
Mentors more junior level peers on technical issues
IV. Position Requirements:
The ideal candidate must be flexible for shift coverage in a 24x7 environment. The ideal candidate must demonstrate the willingness and capability of multi-tasking; taking on several duties, tasks, projects and/or responsibilities at one time. Excellent verbal and written customer service, telephone, troubleshooting and communication skills. Driving requirements dictate that the candidate possess and maintain a valid driver’s license with no major infractions on his/her record.
Education or Equivalent: Minimum required to perform job.
AA degree in computer related field or equivalent job experience.
Experience or Equivalent: Minimum required to perform job.
2 years experience in technical support. 2 years experience in customer service preffered.
Primary Work Location
CAN Mississauga - Tech Avenue
No Schedule (Canada)
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.