Technical Customer Support Specialist

We are the people who give possibilities purpose

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.

Job Description

This position performs interactive troubleshooting on BD owned and customer owned Capital Equipment and completes the complaint file.

• Functions as the primary internal contact for BD Access Systems' customers registering Capital Equipment complaints or requests for service/repair received by telephone or email.
• Makes a determination if the information received from a customer constitutes a complaint or troubleshooting or routine servicing of Capital Equipment.
• Documents complaints and service requests received and assures accurate completion of the appropriate fields for recording evaluations of complaints, service requests and troubleshooting.
• Processes loaner equipment requests and verifies the status of Capital Equipment sent for repair.
• Processes return of Capital Equipment for service and repair through Customer Service.
• Verifies inventory with Customer Service.
• Redirects Capital Equipment sent to BD to the appropriate Service Center.
• Performs Sales Order number tracking and stock number look up
• Collaborates with domestic customers, sales representatives, or other BD-Bard division personnel about returning Capital Equipment when needed. They also acquire additional information for complaints or maintenance requests, including product ownership and warranty details.
• Interacts with a vast spectrum of people that may be irate because of a real or perceived problem.
• Handles a large volume of work in an organized manner with constant interruption due to phone calls.
• Determines defect codes from information provided for each complaint.
• Deals with the division leadership in terms of submitting reports and responding to queries.

• High school diploma, GED, or equivalent
• Minimum of 1 year experience in a related area or equivalency
• Demonstrated customer service experience with good communication skills.
• Experience in Word Processing and spreadsheets, and strong telephone skills
• Ability to work with customers and sales representatives to troubleshoot possible issues with Capital Equipment

• Prior experience in a regulated industry and knowledge of medical terminology.