Job Description Summary

The Customer Care Technology & Systems Lead is responsible for collaborating with other organizational functions to develop and implement testing strategies for new technologies, enhancements, and post-production support of released technologies.

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. 

Essential Responsibilities:

The Customer Care Technology & Systems Lead reports directly to the Customer Care - Manager of Omnichannel Technology & Strategy. This critical role drives the maintenance, configuration, and reliable operation of new and existing technologies.  This position will play a critical role in supporting the Customer Care organization, ensuring associate productivity, and driving world-class customer experience.

Essential Duties:

• Partner with the Customer Care leadership team to identify new enhancements and successfully deploy solutions – including the management of testing resources, user acceptance, and hypercare process for each technology release

• Liaise with IT Testing Leads to complete end-to-end OQ / PQ Testing requirements in all applicable systems

• Manage complexities for competing projects with dependent timelines for testing

• Partner with IT to oversee Omni Channel technology, work routing and call flows; identify areas of improvement

• Monitor systems performance post-release for any operation or process deficiencies

• Orchestrate resolution planning

• Complete Non-Validated and Validated testing in appropriate systems

• Work with IT partners to quickly identify and resolve any technology issues that may impact the ability of the Customer Care organization to meet customer needs

• See opportunities for automation/RPA, work with Customer Care leadership to build cases and champion opportunities to reduce manual work

Qualifications:

• BS in Computer Science or 3 years of relevant technical work experience.

• Basic troubleshooting experience with various Customer Communication Channels including Voice, Chat, Email and Web.

• General knowledge and experience working with various ERP systems (SAP, JD Edwards, etc.)

• Solid understanding of Salesforce & Genesys PureCloud required

• Strong general business acumen.  Ability to link business needs with technology solutions

• Demonstrated adaptability and proficiency for learning new technology systems

• Proven ability to independently manage multiple deliverables and shifting priorities

• Project management experience; strong organization skills with attention to detail

• Standard understanding of Microsoft Suite (Excel, PowerPoint, Word… etc)

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers 

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. 

Required Skills

Customer Experience (CX), Learning New Technologies, Omnichannel, Testing Strategies

Optional Skills

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Primary Work Location

USA TX - San Antonio

Additional Locations

USA AZ - Tempe Headquarters, USA GA - Covington BMD, USA IL - Vernon Hills, USA NJ - Franklin Lakes, USA UT - Salt Lake City

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$78,000.00 - $128,700.00 USD Annual

Salary : $78,000 - $128,700