Job Description Summary

This position is responsible for deploying software upgrades, patches, and fixes remotely using the BD Remote Services Support (RSS) and BD Provision Portal software solutions on customer medical devices. The position will be accountable to work cross functionally in a team environment across multiple geographies and time zones.

Job Description

I.Department Overview

The BD Technology & Engineering team is responsible for providing technical system recommendations/requirements to BD’s customers and working with the customers to deploy these servers and software in preparation for the local project team.  Remote Upgrade Specialists are assigned to remotely upgrade medical device software in waves, or groups of devices, during their scheduled shifts. They also perform system health checks, device preparation, and troubleshooting. The Remote Upgrade Specialists collaborate with the project team, customer, support center, readiness team, and development as needed.

II.Purpose

This position is responsible for deploying software upgrades, patches, and fixes remotely using the BD Remote Services Support (RSS) and BD Provision Portal software solutions on customer medical devices. The position will be accountable to work cross functionally in a team environment across multiple geographies and time zones.

III.Specific Duties, Activities and Responsibilities

• Assist MMS with Field Action execution, including customer notifications, obtaining customer acknowledgment forms, and follow-ups with customers to answer questions.
• Ensure all role related project records are accurate and up to date
• Ensuring compliance with all relevant BD policies, procedures, and applicable regulatory requirements
• Supports BD product teams to ensure the successful completion of their remediation projects
• Builds effective working relationships across functions and locations
• Maintains a strong focus on delivering high quality work; holds self to high quality standards
• Demonstrates adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently
• Demonstrates awareness of one's own emotions and impact on others and works to adjust accordingly and maintain composure; self-awareness
• Follows procedures and processes in an FDA regulated environment
• May assist in developing processes and procedures to support functional department strategies
• Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non-value-added tasks; self-starter who is curious
• Communicates effectively with customers; builds rapport and listens to needs and takes action to meet customer needs
• Maintains reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up
• Seeks out initiatives and projects that will broaden experiences / skill set and support critical organization capabilities
• Develops and updates process documentation
• May assist to train peers

IV.Knowledge, Skills and Abilities

Communication

Participate in conference calls with internal customers to facilitate documentation, training, and peer support

Establish rapport with customers (internal & external) that is conducive to a long-term business relationship

Provide team support and in-depth product information on BD products as assigned by manager

Must be able to share expertise, gain consensus within teams and deliver concise and consistent communication

Provide product feedback, technical insight, and customer requirements to internal team members

Effectively communicates the vision and business need for change to others and maintains a positive perspective

Technical

Communicates health check results and technical requirements to internal team and customers.

Must be detail oriented, and demonstrate the ability to multitask consistent with established company and customer objectives

Provide peer support and demonstrate the ability to understand cause and effect when analyzing a process, situation, or issue

Demonstrate problem solving, troubleshooting, and system consultation related to BD products, best practice considerations and standardization

Remotely deploy software packages using BD approved tools and guides.

Collaborate with customers and internal project team on confirming specifications/requirements

Administrative

Provide input to product documentation

Participate in specialized projects and teams

Work independently

Comply with all BD Technology and Engineering Policies and Procedures

Timely completion of project documentation

Monitor and supply updates on escalated critical issues

Possess excellent organizational skills with the flexibility to readily adapt to change

Recognize unnecessary workflow steps and identify processes that can be improved to increase productivity

Participate in cross-functional teams with the purpose of improving process, workflow, and service

V.Qualifications:

• Computer Science, Technology or Healthcare related or equivalent work experience
• 2-3 years proven applied experience
• Goal and action oriented
• Read, write, speak English language; English proficient
• Strong technical orientation and experience deploying proprietary and standard applications
• Strong analytical skills to troubleshoot problems using logical/analytical methods
• Application/software packaging and deployment; desktop and system support services
• Understanding and experience of various Windows operating systems, Active Directory, domain security, 3/4/5), Bomgar (Beyond Trust), and SecureLink.
• Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access, and SQL scripting

VI.Other:

• Position requires flexible working hours, often after normal daytime business hours, including nights and weekends. Ability to work independently from a home office.

Required Skills

Optional Skills

.

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift