Job Description SummaryThe Senior Technical Support Specialist delivers advanced-level technical phone support and complex problem resolution for pharmacy automation solutions. They maintain and enhance the internal knowledge base, consistently serving as a trusted resource and recognized subject matter expert across the organization.
In this role, they provide high-level technical guidance to cross-functional teams including Field Service, Implementation, Customer Success, and Account Management. They represent the organization in technical discussions with customers, supporting both pre-sales and post-sales engagements to ensure strong technical alignment and customer satisfaction.
The Senior Technical Support Specialist also plays a critical role in onboarding new team members and coaching existing staff. By modeling best practices and fostering a culture of knowledge sharing, they help elevate the overall capability and professionalism of the support organization.
Job DescriptionWe 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.
Job SummaryThe Sr. Technical Support Specialist provides advanced technical assistance and support to internal and external customers for pharmacy automations products and services. This role involves troubleshooting complex issues, implementing solutions, and contributing to the overall improvement of support processes.
Responsibilities:- Provide expert-level technical support for pharmacy automation hardware, software, and integrated solutions through multiple channels including phone, email, and remote access tools, ensuring pharmacies maintain operational efficiency with minimal downtime.
- Diagnose and resolve complex technical issues through in-depth analysis and troubleshooting, often collaborating with engineering and product development teams to address challenging problems that require specialized knowledge of pharmacy automation systems.
- Lead critical issue resolution by investigating urgent customer problems, coordinating cross-functional responses, and maintaining clear communication throughout the resolution process to minimize impact on pharmacy operations.
- Document all support interactions comprehensively in the ticketing system, including detailed troubleshooting steps, technical analyses, and resolution methods to build an institutional knowledge base that improves future support efficiency.
- Contribute to product improvement by conducting root cause analysis of recurring issues, developing knowledge base articles for common problems, and collaborating with product teams to recommend enhancements based on real-world customer experiences.
Minimum Requirements:- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Proven expertise in troubleshooting complex hardware, software, and network issues.
- Strong understanding of operating systems (Windows, Linux), databases (SQL), and networking protocols (TCP/IP).
- Experience with remote support tools and ticketing systems (e.g., Salesforce, Bomgar, Pulse, Securelink, RSS).
- Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
- Demonstrated ability to work independently and as part of a team in a fast-paced, high-pressure environment.
- Strong customer service orientation with a commitment to delivering high-quality support.
Preferred Requirements:- Relevant certifications (e.g., CompTIA A+, Network+, MCSE, ITIL Foundation) are a plus.
- Ability to prioritize and manage multiple tasks simultaneously.
- Excellent analytical, problem-solving, and critical thinking skills.
- Minimum of 5 years of progressive experience in technical support, preferably in a healthcare technology or medical device environment.
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
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
Required Skills
Optional Skills
Primary Work LocationUSA NC - Durham - Roche Drive
Additional LocationsWork ShiftNA (United States of America)
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