Job Description Summary

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 Customer Support Specialist 2 (CSS 2) resolves sophisticated, time-sensitive, and high-risk issues including customer escalations, sites down, and remote solve situations. This role requires comprehensive understanding of PharmacyKeeper from server to station and integrated connections to other BD products. We aim to lead in customer support by building trusted partnerships, fostering open communication, driving collaboration, and empowering team members to take calculated risks while continuously improving our culture, processes, and service.

Key Responsibilities

Communication

• Establish rapport with customers to develop long-term business relationships

• Provide team support and product information on BD Dispensing products

• Mentor team members to ensure product and process competency

• Build consensus within teams and deliver concise, consistent communication

• Meet with internal and external team members to communicate detailed updates on customer service issues

Technical

• Assist end-users with questions and problems during business hours and on-call rotations, including: 

  • Answering customer calls and emails

  • Resolving issues through PharmacyKeeper UI manipulation or customer training

  • Providing guidance on reports and delivering reports directly to customers

  • Supporting integrated hardware solutions setup and reconfiguration

• Contribute to implementations to meet client objectives and goals

• Diagnose and resolve problems or generate support tickets as needed

• Develop expertise with PharmacyKeeper applications

• Enter client data and configure applications for desired functionality

Administrative

• Work independently

• Complete internal company documentation in a timely manner

• Determine work priorities with guidance from manager

• Demonstrate superior organizational skills with flexibility to adapt to change

• Participate in on-call rotation (may include holidays, nights, and weekends)

Qualifications

Required

• 2-5 years of equivalent education and work experience

• Solid understanding of a variety of software applications

• Ability to lift a minimum of 40 lbs (position may involve pushing, pulling, stooping, bending, and lifting)

• Flexibility for working hours, including on-call rotation some nights and weekends

• Ability to work independently from home office

• Detail-oriented with ability to multi-task

• Critical thinking and problem-solving skills

• Knowledge of BD Dispensing products

Preferred

• Bachelor's degree

• Expertise in HIS/PIS systems and pharmacy workflow

• Certified Pharmacy Technician certification

• Knowledge of established BD Dispensing product implementation methodologies and tools or equivalent industry standards

Work Environment

• This is primarily a hybrid position, with high preference for candidates in the Greater Denver Metropolitan area.

• In-office attendance required as determined by the leadership team

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 https://bd.com/careers

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

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Primary Work Location

Additional Locations

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information