Customer Support Specialist

Job Description Summary

GCS Customer Support Specialist is responsible for supporting external and internal GCS stakeholders for operational activities in Technical Service and spare part management for the region. Act as a point of contact for all customer related queries with regards to service and will be accountable for supporting regional Field Service Engineers and Technicians while maintaining a clean and accurate database.

 

 

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.

Headquartered in the United States, BD has a presence in virtually every country and partners with organizations around the world to address some of the most challenging global health issues.

 

Why join us?

 

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us!

 

Main responsibilities will include:

Comply with all quality and safety regulations as required by BD organization, customers, and Distributor Agreements.

Maintain accurate data of all MMS install base in Saudi Arabia.

Ensuring that entitlements on devices are checked for all service and repair requests before proceeding with work on the devices. (Coverage: Fixed Billing/Warranty/Service Plans/Reagent Rental)

Updating Customer information (Customer email addresses, contact information & account contact person(s)

Creating and Dispatching of Cases & Work orders to BD in ServiceMax

Closure of all work completed by engineers (WorkOrderReview)

Supporting Engineers on current and future project (Providing clear visibility on all Work orders being processed & service/repairs awaiting Purchase orders)

Ordering, receiving, dispatching,and documenting daily consumption of Spare parts for local stock replenishment

Monitoring and processing orders for in-country stock. (Replenishment)

Communications to internal & External customers in a structured manner of communication that enhances good Customer Experience. (Telephonically & Email communications)

Document and maintainaccuraterecords for MMS service Logistics

Arranging of service and Calibration of all engineers Calibration tools

Supporting BDX team in events

 

About you:

Customer Orientated from service Perspective

Excellent with Microsoft office packages – Microsoft word, Outlook and Excel required.

2 Years’ experience in Similar role. 

Excellent time management and effectively planning your own work with limited resources.

You have effective communication, analytical and problem-solving skills and are a good motivator.

Your social competence is excellent, and you enjoy working with others in a team.

Your personality is pragmatic, solution-orientated, stress-resistant but aware that procedural boundaries need to be respected at any time.

Prior experience in Technical Service organization specifically dealing with medical equipment is strongly desired.

Able to work independently with little need for supervision

Ability to work in a matrix environment

Ability to multitask and handle multiple projects.

Ability to handle diverse cultures and people

 

Click on apply if this sounds like you!

 

Please note that the closing date of this advertisement is