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.
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.

EDUCATION AND EXPERIENCE REQUIRED:

• AEC or DEC College diploma in Computer Science
• 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.
• 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.
• 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.

QUALIFICATIONS PRÉFÉRÉES

• Une expérience dans les industries MedTech, des dispositifs médicaux ou pharmaceutiques est considérée comme un atout.

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.

THE ROLE MAY SUPPORT IN OTHER AREAS, SUCH AS THOSE BELOW TECHNICAL SKILLS:

• Remote Support Tools: Proficient with LogMeIn, Bomgar, ScreenConnect, and VNC for secure and efficient remote assistance.
• 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.
• Robotics/Mechanical:
• 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.
  * Description du poste Français *
  Le Spécialiste Bilingue du Support Technique soutient les opérations quotidiennes des clients du Centre de Support de l’Automatisation Pharmaceutique, en assurant la performance optimale et la fiabilité des systèmes informatiques, des applications et des robots de BD Parata Synmed. La réussite dans ce rôle nécessite une forte collaboration avec les collègues et l’établissement de relations solides au sein de BD et avec les clients. Le poste implique des heures supplémentaires occasionnelles, du support sur appel et du travail le week-end.