Technical Support Specialist (Durham/Raleigh North Carolina)

Becton Dickinson Medical Devices•Durham, NC

2d•Onsite

About The Position

Technical Support Specialist working in the CSC organization taking incoming customer technical calls. 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. We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. Summary: The technical support specialist will provide clinical training to customers on all CareFusion products in accordance with established policies and procedures. The primary purpose of this position is to facilitate customer understanding of equipment operation, basic troubleshooting and preventative maintenance. This person must be able to work independently and with limited supervision. They are also responsible for gathering information and feedback from end users regarding product performance and quality issues. This information is then communicated back to engineering and other departments as necessary. The TSS serves as the liaison between the customer, sales representatives, service department and manufacturing.

Requirements

Bachelor’s degree preferred or minimum of three years call center experience

Nice To Haves

Experience working directly with customers and health care professionals.
Excellent interpersonal skills.
Strong written and verbal communication skills.
Demonstrated computer literacy including Microsoft Office Suite.

Responsibilities

Responsible for providing clinical training to customers on all CareFusion products within their scope of practice. This includes but is not limited to; product operations, maintenance and safety guidelines.
Conducts installation and clinical training at customer sites.
Assists with new product evaluations and trials.
Communicates customer complaints and issues to the appropriate internal department(s).
Gathers data and feedback from end-users regarding product performance and quality issues.
Prepares reports detailing feedback received from customers.
Provides follow up with customers to ensure satisfactory resolution of problems/issues.
Works closely with customer success and fieldservice to ensure customer needs are met.
Maintains current knowledge of products, features and competitive advantages.
Optimally applies training resources (i.e., CRM system, web-based training programs) to ensure proficiency in all aspects of training.