Job Description

Summary

===========================

===================


We are

the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health(TM) 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.


The

Bilingual Technical Support Specialist

supports the customer's daily operations of the Pharmacy Automation Customer Support Center, ensuring the optimal performance and reliability of BD Parata Synmed's computer, application systems and robots.

Success in this role requires strong collaboration with peers and building solid relationships within BD and with customers. The position involves occasional overtime, on-call support, and weekend work.

This remote-based position can be in Manitoba, Ontario, Quebec, or New Brunswick.

Job Responsibilities

Provide technical support through phone (IVR), email, remote access and remote web camera. Open support tickets, gather relevant information, and perform troubleshooting. Guide and instruct clients on the proper use of their system and software. Reassign or escalate tickets to the appropriate team based on issue complexity or scope. Participate in the rotating on-call support schedule to ensure continuous client assistance outside regular business hours. Provide immediate support to our on-site installers, fields service engineers and trainers while on-site.

Customer Service Tasks

Assist clients in diagnosing and resolving issues related to pharmacy automation software and mechanical/robotic components. Coordinate and facilitate the dispatch of on-site field service engineers when necessary. Create and manage orders for robotic system components and replacement parts.

Application Support Tasks

Install and configure SynSoft, a proprietary in-house software, tailored to customer environments. Lead software commissioning, configuration, and deployment to ensure successful implementation. Prepare and import critical datasets such as drug catalogs, pricing structures, and EAN/UPC codes into the system. Customize SynSoft functionality based on client-specific requirements and workflows. Maintain and manage drug conversion tables to ensure data integrity and accuracy. Update and correct database records, including medication details and pricing information. Troubleshoot and debug software issues, escalating complex cases to the Development team when necessary. Deliver responsive customer support, addressing questions related to software functionality and usability. Configure file exchange directories to enable seamless integration with pharmacy management systems. Investigate and resolve labeling issues related to blister card outputs.

Information Technology Tasks

Diagnose and analyze computer performance issues, identify root causes of system slowness, and recommend computer replacement or software upgrades to optimize efficiency. Deploy, configure, and troubleshoot peripheral devices such as printers, biometric readers, and barcode scanners to ensure reliable and seamless operation. Provide accurate blister card alignment printouts to support precise packaging and labeling processes. Coordinate and execute computer replacements, including equipment ordering and shipping logistics, in collaboration with end users and Field Service Engineers to minimize operational disruptions. Troubleshoot network-related issues, including connectivity problems, firewall configurations, port settings, cabling, and communication protocols such as TCP/IP.

Mechanical/Robotic Tasks

Provide remote assistance to customers by guiding them through basic tasks and troubleshooting simple issues. Coordinate the dispatch of Field Service Engineers for on-site interventions, and manage the ordering and shipment of robotic replacement parts to ensure timely support and minimal downtime. Support Field Service Engineers during on-site interventions by providing coaching, technical guidance, and assistance with equipment and logistics coordination. Document problem-solving procedures and system enhancements and contribute to the enrichment of the video tutorial library to support knowledge sharing and training. Monitor subcontractor technicians during interventions through remote calls, live system access, and camera feeds to validate work quality and identify training opportunities for continuous improvement.

Education and Experience required:

AEC or DEC in Instrumentation and Automation or Industrial Electronics Technology Minimum 3 years of progressive experience in customer service within technical support environments, skilled in call center operations, including workflow management and support escalation procedures. Experienced in diagnosing and troubleshooting hardware, software, and network issues by identifying root causes, guiding users through solutions, and escalating complex problems to appropriate teams when necessary. Proven ability to deliver technical support and training to both customers and field service teams, ensuring high levels of satisfaction and operational efficiency.

Robotics/Mechanical experience:

+ Solid foundational knowledge of mechanical robotics and sensor technologies, including system integration, calibration, and operational principles.
+ Skilled in analyzing robotic log alarms to identify faults, assess system behavior, and support timely troubleshooting and maintenance.

Open to on-call availability

, providing responsive and reliable support during off-hours to ensure continuous IT operations and timely issue resolution.

Knowledge and Skills required:

Must be fluent in French and English (read, write, speak), with excellent written and verbal communication skills. Strong interpersonal and communication skills, with the ability to inspire, develop, and lead teams effectively. Encouraging a positive work environment Active listening to fully understand customer concerns Clear and professional communication Empathy to connect with customers and acknowledge their needs Patience, especially when handling difficult situations Strong ability to build trust and rapport, fostering positive relationships through clear communication, empathy, and reliability. Positive attitude to create a welcoming customer experience Ability to de-escalate tense situations and provide reassurance Outstanding organizational and analytical abilities, with a proven track record of delivering results in a fast-paced, collaborative environment.

Preferred qualifications

Experience in the MedTech, Medical Device or Pharmaceutical industries are considered an asset.

The role may also support additional areas, including the following preferred technical skills

Remote Support Tools: + Proficient with LogMeIn, Bomgar, ScreenConnect, and VNC for secure and efficient remote assistance.
Networking experience: + Strong grasp of core networking concepts such as TCP/IP, subnetting, service ports, and Internet protocols.
+ Familiar with SNMP and performance monitoring/logging tools.
IT Infrastructure experience: + Knowledge of domain environments, Group Policy Objects (GPO), and endpoint security.
+ Adheres to industry-standard security best practices.
Database Management: + Expertise in PostgreSQL and SQL Server.
+ Skilled in executing SQL queries (SELECT, UPDATE, DELETE).
+ Familiar with database performance optimization tools and techniques.
+ Experienced in handling and converting data formats including flat files, TXT, XML, CSV, and XLS.
Reporting & Documentation: + Proficient in generating reports using tools such as Adobe PDF.
+ Advanced Excel skills, including data manipulation, transformation, and complex formula creation.
+ Scripting & Automation: Experience with scripting languages including Python, PowerShell, and Batch for automation and task optimization.
Systems Administration: + Solid understanding of Windows environments, including services, NTFS permissions, event logs, and debugging.
+ Experience with printer configuration and driver management.
Troubleshooting Tools: Skilled in using Microsoft Sysinternals Suite and other diagnostic utilities for system analysis.

Description du poste en Francais

Specialiste Bilingue du Support Technique (robotique)

Le

Specialiste Bilingue du Support Technique (robotique)

soutient les operations quotidiennes du Centre de Support Client pour l'Automatisation Pharmaceutique, en assurant la performance optimale et la fiabilite des systemes informatiques, des applications et des robots de BD Parata Synmed.


La reussite dans ce role necessite une forte collaboration avec les collegues et l'etablissement de relations solides au sein de BD et avec les clients. Ce poste implique occasionnellement des heures supplementaires, du support sur appel et du travail les fins de semaine.

Ce poste en teletravail peut etre base au Manitoba, en Ontario, au Quebec ou au Nouveau-Brunswick.

Responsabilites

Fournir un support technique par telephone (IVR), courriel, acces a distance et camera web. Ouvrir des billets de support, recueillir les informations pertinentes et effectuer le depannage. Guider et instruire les clients sur l'utilisation appropriee de leur systeme et logiciel. Reassigner ou escalader les billets a l'equipe appropriee selon la complexite ou la portee du probleme. Participer a un horaire de support sur appel rotatif pour assurer une assistance continue en dehors des heures normales. Offrir un soutien immediat aux installateurs, ingenieurs de service sur le terrain et formateurs lorsqu'ils sont sur site.

Taches liees au service a la clientele

Aider les clients a diagnostiquer et resoudre les problemes lies aux logiciels d'automatisation pharmaceutique et aux composants mecaniques/robotiques. Coordonner et faciliter l'envoi d'ingenieurs de service sur le terrain lorsque necessaire. Creer et gerer les commandes de composants et pieces de rechange pour les systemes robotiques.

Taches de support applicatif

Installer et configurer SynSoft, un logiciel proprietaire interne, adapte aux environnements clients. Diriger la mise en service, la configuration et le deploiement du logiciel pour assurer une mise en oeuvre reussie. Preparer et importer des ensembles de donnees critiques tels que les catalogues de medicaments, les structures de prix et les codes EAN/UPC. Personnaliser les fonctionnalites de SynSoft selon les exigences et flux de travail specifiques des clients. Maintenir et gerer les tables de conversion des medicaments pour garantir l'integrite et l'exactitude des donnees. Mettre a jour et corriger les enregistrements de base de donnees, y compris les details des medicaments et les informations de tarification. Depanner et corriger les problemes logiciels, en escaladant les cas complexes a l'equipe de developpement si necessaire. Fournir un support client reactif, en repondant aux questions sur les fonctionnalites et l'utilisation du logiciel. Configurer les repertoires d'echange de fichiers pour permettre une integration fluide avec les systemes de gestion de pharmacie. Enqueter et resoudre les problemes d'etiquetage lies aux sorties de cartes alveolees.

Taches en technologie de l'information

Diagnostiquer et analyser les problemes de performance des ordinateurs, identifier les causes de lenteur et recommander le remplacement ou la mise a jour des logiciels pour optimiser l'efficacite. Deployer, configurer et depanner les peripheriques tels que les imprimantes, lecteurs biometriques et lecteurs de codes-barres pour assurer un fonctionnement fiable. Fournir des impressions d'alignement precises pour les cartes alveolees afin de soutenir les processus d'emballage et d'etiquetage. Coordonner et executer les remplacements d'ordinateurs, y compris la commande d'equipement et la logistique d'expedition, en collaboration avec les utilisateurs finaux et les ingenieurs de service sur le terrain. Depanner les problemes lies au reseau, y compris les problemes de connectivite, les configurations de pare-feu, les parametres de port, le cablage et les protocoles de communication comme TCP/IP.

Taches mecaniques/robotiques

Fournir une assistance a distance aux clients en les guidant dans des taches de base et en depannant des problemes simples. Coordonner l'envoi d'ingenieurs de service sur le terrain pour des interventions sur site, et gerer la commande et l'expedition des pieces de rechange robotiques pour assurer un soutien rapide et minimiser les interruptions. Soutenir les ingenieurs de service sur le terrain lors des interventions en fournissant du coaching, des conseils techniques et une assistance pour la coordination de l'equipement et de la logistique. Documenter les procedures de resolution de problemes et les ameliorations du systeme, et contribuer a l'enrichissement de la bibliotheque de tutoriels video pour favoriser le partage des connaissances et la formation. Surveiller les techniciens sous-traitants lors des interventions via des appels a distance, un acces en direct au systeme et des flux de camera pour valider la qualite du travail et identifier les opportunites de formation continue.

Education et experience requises :

AEC ou DEC en Instrumentation et Automatisation ou en Technologie de l'electronique industrielle. Minimum de 3 ans d'experience progressive en service a la clientele dans des environnements de support technique, avec expertise dans les operations de centre d'appels, y compris la gestion des flux de travail et les procedures d'escalade. Experience dans le diagnostic et le depannage de problemes materiels, logiciels et reseaux, en identifiant les causes profondes, en guidant les utilisateurs vers des solutions et en escaladant les problemes complexes aux equipes appropriees. Capacite demontree a fournir un support technique et de la formation aux clients et aux equipes de service sur le terrain, assurant un haut niveau de satisfaction et d'efficacite operationnelle.

Experience en robotique/mecanique :

Solides connaissances de base en robotique mecanique et en technologies de capteurs, incluant l'integration de systemes, l'etalonnage et les principes de fonctionnement. Competence dans l'analyse des journaux d'alarme des robots pour identifier les defaillances, evaluer le comportement du systeme et soutenir le depannage et la maintenance en temps opportun. Disponibilite pour le support sur appel, offrant une assistance reactive et fiable en dehors des heures normales afin d'assurer la continuite des operations TI et la resolution rapide des problemes.

Connaissances et competences requises :

Maitrise du francais et de l'anglais (lu, ecrit, parle), avec d'excellentes competences en communication ecrite et verbale. Solides competences interpersonnelles et en communication, avec la capacite d'inspirer, de developper et de diriger efficacement des equipes. Capacite a favoriser un environnement de travail positif. Ecoute active pour bien comprendre les preoccupations des clients. Communication claire et professionnelle. Empathie pour se connecter avec les clients et reconnaitre leurs besoins. Patience, notamment dans les situations difficiles. Forte capacite a etablir la confiance et a creer des relations positives grace a une communication claire, de l'empathie et de la fiabilite. Attitude positive pour offrir une experience client accueillante. Capacite a desamorcer les situations tendues et a rassurer les clients. Excellentes competences en organisation et en analyse, avec un historique de resultats dans des environnements dynamiques et collaboratifs.

Qualifications preferees :

Une experience dans les industries MedTech, dispositifs medicaux ou pharmaceutiques est consideree comme un atout.

Le role peut egalement inclure les competences techniques preferees suivantes :

Outils de support a distance :

Maitrise de LogMeIn, Bomgar, ScreenConnect et VNC pour une assistance a distance securisee et efficace.

Experience en reseautique :

Bonne comprehension des concepts de base du reseau tels que TCP/IP, le subnetting, les ports de service et les protocoles Internet. Familiarite avec SNMP et les outils de surveillance/performance.

Experience en infrastructure TI :

Connaissance des environnements de domaine, des objets de strategie de groupe (GPO) et de la securite des postes de travail. Respect des meilleures pratiques de securite de l'industrie.

Gestion de bases de donnees :

Expertise en PostgreSQL et SQL Server. Competence dans l'execution de requetes SQL (SELECT, UPDATE, DELETE). Familiarite avec les outils et techniques d'optimisation des performances des bases de donnees. Experience dans la gestion et la conversion de formats de donnees tels que fichiers plats, TXT, XML, CSV et XLS.

Rapports et documentation :

Maitrise des outils de generation de rapports comme Adobe PDF. Competences avancees en Excel, incluant la manipulation de donnees, la transformation et la creation de formules complexes.

Scripting et automatisation :

Experience avec les langages de script tels que Python, PowerShell et Batch pour l'automatisation et l'optimisation des taches.

Administration des systemes :

Bonne comprehension des environnements Windows, incluant les services, les permissions NTFS, les journaux d'evenements et le debogage. Experience dans la configuration des imprimantes et la gestion des pilotes.

Outils de depannage :

Competence dans l'utilisation de la suite Microsoft Sysinternals et d'autres utilitaires de diagnostic pour l'analyse des systemes.

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


Great Place to Work has certified our workplace culture based on your feedback in the Trust Index survey, and we've just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight!


Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.


#earlycareer


Required Skills


Optional Skills


.

Primary Work Location

=========================


CAN Quebec - Boulevard du Parc Technologique

Additional Locations

========================

Work Shift

==============