Job Description

Summary

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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 Supervisor

is responsible for overseeing the daily operations of the

Pharmacy Automation Customer Support Center (BD/Parata)

, ensuring the optimal performance and reliability of

BD Parata SynMed's computer and application systems

.


Success in this role requires strong collaboration with peers and the ability to build solid relationships both within BD and with external customers. The position may require

occasional overtime

,

on-call support

, and

weekend availability

, and travel as needed.

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

Job Responsibilities

Supervision Tasks

Facilitate morning SCRUM meetings, outlining daily plans and setting priorities. Serve as the escalation point for Application Support and IT teams, assisting with ticket resolution. Oversee timecard reviews and approve time-off requests. Prepare and present monthly and quarterly Pharmacy Automation Customer Support Center performance reports. Foster employee engagement and professional development. Provide direct coaching and promptly address incidents requiring disciplinary action. Analyze customer feedback from surveys and take appropriate action.

Technical Tasks

Install and configure SynSoft, an in-house developed software, for customers. Oversee software commissioning, configuration and deployment. Prepare and import data into the system, including drug lists, price lists, and EAN/UPC lists. Customize SynSoft software according to client specifications. Manage drug conversion tables to ensure accuracy. Update and correct database information, including pricing and medication details. Debug software issues and escalate complex cases to Level 3 when necessary. Provide customer support for software functionality and usability. Configure file exchange directories for seamless integration with pharmacy management systems. Resolve issues related to information shown on blister card labels. Overseeing computer replacement processes Managing the ordering and shipping of computer units and components Supervising technical assessments to gather computer specifications Conducting performance analysis of computer systems

IVR Tasks

Oversees administration of the IVR application, call routing, monitoring, reporting, and administration. Leverages workforce analytics use current IVR reports to ensure staff levels meet customer demand. Utilizes IVR reports to control daily operations and to identify service-level trends. Responsible for efficient and correct use of agent states and auxiliary codes.

Ticketing Tasks

Managing case delegation, follow-up and escalations. Ensure tickets are being addressed promptly and efficiently by the team. Distribute tickets based on urgency, complexity, and team expertise. Handle complex or unresolved tickets, escalating to higher levels when necessary. Track response and resolution times to meet service level agreements (SLAs). Identify areas for process optimization to enhance ticket resolution efficiency Assist team members with diagnosing and resolving complex issues. Ensure proper documentation of issues and resolutions for knowledge-sharing. Support staff development through mentoring and training in best practices.

Other Tasks

The supervisor will also serve as a customer advocate and point of contact for key PA CSC initiatives and corporate projects. Participates in the supervisor on-call rotation Strong analytical mindset for diagnosing and resolving technical challenges Ability to investigate and resolve customer support cases effectively Ability to collaborate with teams and stakeholders within BD and the customer base Excellent written and verbal communication skills in English and French Capacity to translate technical concepts into user-friendly explanations Promoting KCS (Knowledge-Centered-Service) article creation and utilization (documentation).

Education and Experience required:

College degree in Computer Science or related discipline (Software oriented) 3-5 years of progressive experience in customer service within technical support environments, skilled in call center operations, including workflow management and support escalation procedures. 3 years of experience supervising associates in a technical support environment, ensuring efficient operations, team performance, and high-quality customer service

Knowledge and Skills required:

Must be fluent in French and English (read, write, speak), with excellent written and verbal communication skills. Exceptional critical thinking skills, with a strong data-driven approach to decision-making. Proven leadership and interpersonal abilities, with a talent for inspiring, developing, and guiding teams to success. Dedicated to fostering a positive and collaborative work environment. Skilled in active listening to fully understand and address customer concerns. Clear and professional communicator, adept at conveying complex information effectively. Demonstrates genuine empathy, connecting with customers and acknowledging their needs. Maintains patience and composure, especially in high-pressure or challenging situations. Builds trust and rapport with both customers and colleagues. Brings a consistently positive attitude, creating a welcoming and supportive customer experience. Effectively de-escalates tense situations, offering reassurance and practical solutions. Highly organized and analytical, with a proven ability to deliver results in fast-paced, team-oriented environments.

Technical Skills:

Strong knowledge of remote connection tools such as LogMeIn, Bomgar, ScreenConnect and VNC. Expertise in databases, including

PostgreSQL

and SQL Server. Expertise in SQL query execution, including SELECT, UPDATE, and DELETE statements. Familiarity with database performance optimization tools and concepts. Proficient in handling flat files, XML, CSV, XLS, and performing data conversions. Knowledge of report generation tools, including Adobe PDF. Advanced Excel skills, including data manipulation, transformation, and formula creation. Experience in scripting languages:

Python

, PowerShell, Batch Solid understanding of Windows systems, including services, access rights (NTFS), event handling, and debugging. Experience with printer configuration and driver management. Understanding of core networking concepts, including TCP/IP, Internet protocols, subnetting and service ports.

description de poste en francais


Le/La

Superviseur Bilingue du Support Technique

est responsable de la supervision des operations quotidiennes du

Centre de Support a l'Automatisation Pharmaceutique (BD/Parata)

, garantissant la performance optimale et la fiabilite des

systemes informatiques et applicatifs de BD Parata SynMed

. Le succes dans ce role necessite une collaboration etroite avec les pairs et la capacite de batir des relations solides tant au sein de BD qu'avec les clients externes. Ce poste peut necessiter des heures supplementaires occasionnelles, une disponibilite en dehors des heures normales et les fins de semaine, ainsi que des deplacements selon les besoins.

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

Responsabilites du poste

----------------------------

###

Taches de supervision

Facilitere les reunions SCRUM matinales, definir les plans quotidiens et etablir les priorites. Servir de point d'escalade pour les equipes de support applicatif et informatique, en aidant a la resolution des tickets. Superviser la revision des feuilles de temps et approuver les demandes de conge. Preparer et presenter les rapports de performance mensuels et trimestriels du Centre de Support a l'Automatisation Pharmaceutique. Favoriser l'engagement des employes et le developpement professionnel. Fournir un encadrement direct et traiter rapidement les incidents necessitant des mesures disciplinaires. Analyser les retours clients issus des sondages et prendre les mesures appropriees.
###

Taches techniques

Installer et configurer SynSoft, un logiciel developpe en interne, pour les clients. Superviser la mise en service, la configuration et le deploiement du logiciel. Preparer et importer les donnees dans le systeme, y compris les listes de medicaments, les listes de prix et les listes EAN/UPC. Personnaliser le logiciel SynSoft selon les specifications du client. Gerer les tables de conversion des medicaments pour assurer leur exactitude. Mettre a jour et corriger les informations de la base de donnees, y compris les prix et les details des medicaments. Deboguer les problemes logiciels et escalader les cas complexes au niveau 3 si necessaire. Fournir un support client pour la fonctionnalite et l'utilisation du logiciel. Configurer les repertoires d'echange de fichiers pour une integration fluide avec les systemes de gestion de pharmacie. Resoudre les problemes lies aux informations affichees sur les etiquettes des plaquettes thermoformees. Superviser les processus de remplacement des ordinateurs. Gerer la commande et l'expedition des unites et composants informatiques. Superviser les evaluations techniques pour recueillir les specifications des ordinateurs. Effectuer des analyses de performance des systemes informatiques.
###

Taches IVR

Superviser l'administration de l'application IVR, le routage des appels, la surveillance, les rapports et la gestion. Exploiter les analyses de la main-d'oeuvre et les rapports IVR pour s'assurer que les niveaux de personnel repondent a la demande des clients. Utiliser les rapports IVR pour controler les operations quotidiennes et identifier les tendances de niveau de service. Assurer l'utilisation efficace et correcte des etats des agents et des codes auxiliaires.
###

Taches de gestion des tickets

Gerer la delegation des cas, le suivi et les escalades. S'assurer que les tickets sont traites rapidement et efficacement par l'equipe. Distribuer les tickets en fonction de l'urgence, de la complexite et de l'expertise de l'equipe. Gerer les tickets complexes ou non resolus, en les escaladant si necessaire. Suivre les temps de reponse et de resolution pour respecter les accords de niveau de service (SLA). Identifier les opportunites d'optimisation des processus pour ameliorer l'efficacite de la resolution des tickets. Aider les membres de l'equipe a diagnostiquer et resoudre les problemes complexes. Assurer une documentation adequate des problemes et des solutions pour le partage des connaissances. Soutenir le developpement du personnel par le mentorat et la formation aux meilleures pratiques.
###

Autres taches

Servir de representant client et de point de contact pour les initiatives cles du PA CSC et les projets d'entreprise. Participer a la rotation de garde des superviseurs. Avoir un esprit analytique fort pour diagnostiquer et resoudre les defis techniques. Capacite a enqueter et resoudre efficacement les cas de support client. Capacite a collaborer avec les equipes et les parties prenantes internes et externes. Excellentes competences en communication ecrite et verbale en anglais et en francais. Capacite a traduire des concepts techniques en explications accessibles. Promouvoir la creation et l'utilisation d'articles KCS (Knowledge-Centered-Service).

Formation et experience requises

------------------------------------

Diplome collegial en informatique ou dans une discipline connexe (orientation logicielle). 3 a 5 ans d'experience progressive en service a la clientele dans des environnements de support technique, avec expertise en gestion de centre d'appels et procedures d'escalade. 3 ans d'experience en supervision d'equipes dans un environnement de support technique, assurant des operations efficaces, la performance de l'equipe et un service client de qualite.

Connaissances et competences requises

-----------------------------------------

Bilingue francais et anglais (lecture, ecriture, expression orale), avec d'excellentes competences en communication. Competences exceptionnelles en pensee critique, avec une approche decisionnelle basee sur les donnees. Capacites eprouvees en leadership et en relations interpersonnelles, avec un talent pour inspirer, developper et guider les equipes. Engagement a favoriser un environnement de travail positif et collaboratif. Competences en ecoute active pour comprendre et resoudre les preoccupations des clients. Communication claire et professionnelle, apte a transmettre des informations complexes efficacement. Empathie authentique, capacite a se connecter avec les clients et reconnaitre leurs besoins. Patience et sang-froid, notamment dans des situations stressantes ou complexes. Capacite a instaurer la confiance et des relations solides avec les clients et collegues. Attitude positive constante, creant une experience client accueillante et bienveillante. Capacite a desamorcer les situations tendues, en offrant des solutions rassurantes et pratiques. Organisation et esprit analytique, avec une capacite demontree a obtenir des resultats dans des environnements dynamiques et collaboratifs.

Competences techniques

--------------------------

Bonne connaissance des outils de connexion a distance tels que LogMeIn, Bomgar, ScreenConnect et VNC. Expertise en bases de donnees, notamment PostgreSQL et SQL Server. Maitrise de l'execution de requetes SQL, y compris les instructions SELECT, UPDATE et DELETE. Familiarite avec les outils et concepts d'optimisation des performances des bases de donnees. Maitrise de la gestion de fichiers plats, XML, CSV, XLS et des conversions de donnees. Connaissance des outils de generation de rapports, y compris Adobe PDF. Competences avancees en Excel, y compris la manipulation, la transformation de donnees et la creation de formules. Experience en langages de script : Python, PowerShell, Batch. Bonne comprehension des systemes Windows, y compris les services, les droits d'acces (NTFS), la gestion des evenements et le debogage. Experience en configuration d'imprimantes et gestion des pilotes. Comprehension des concepts fondamentaux de reseau, y compris TCP/IP, protocoles Internet, sous-reseaux et ports de service.

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.


Required Skills


Optional Skills


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Primary Work Location

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CAN Quebec - Boulevard du Parc Technologique

Additional Locations

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