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 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.

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 opérations quotidiennes du Centre de Support à l’Automatisation Pharmaceutique (BD/Parata), garantissant la performance optimale et la fiabilité des systèmes informatiques et applicatifs de BD Parata SynMed. Le succès dans ce rôle nécessite une collaboration étroite avec les pairs et la capacité de bâtir des relations solides tant au sein de BD qu’avec les clients externes. Ce poste peut nécessiter des heures supplémentaires occasionnelles, une disponibilité en dehors des heures normales et les fins de semaine, ainsi que des déplacements selon les besoins.

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).