Technical Team Lead

3 days ago

Quebec City, Canada BD Full time

**Job Description Summary**:
The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.
**Be part of something bigger**

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

**Department Overview**

BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

**P**urpose**

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the following separate functions: customer service-driven; team centricity & collaboration.

**Specific Duties, **Activities and Responsibilities**

**Technic**al Team Collaboration & Team-**C**entric**

50% of the time

**Technical **Customer **Service-Driven**

40% of the time

**Administrative/Other**

10% of the time

**Knowledge, Skills and Abilities**

**Technical Team Collaboration & Team-Centric**

Development Focused, Global & Company Mindset, and Execution
- Facilitates agent coaching sessions for behavioral, technical, and customer experience opportunities
- Fosters a climate of approachability and open dialogue in which people value mentorship and encouraged to do their best
- Demonstrates continued personal growth and development
- Collaborates with WFM on agent status changes and adherence for global impact considerations
- Continually engages with Field and Implementation teams to meet the needs of the customer
- Drives a high performing and high developing customer-centric team of agents and specialists to ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration between agents, specialists, and departments
- Review agent case activity and approve involvement as it relates to other support subgroups

Agile & Results Driven and Inclusive & Diverse
- Works with and through others to accomplish goals and deliver results
- Coordinates appropriate case hand-offs and transitions between agents, specialists, teams, centers, and departments
- Adapts quickly to team needs to help secure efficient operation and high morale
- Inspires and drives cross-functional productivity and development through collaboration process flows within and outside of immediate team

**Technical** Customer Service Driven**

Customer Focus, Customer Centric & Innovative, and Strategy
- Acts with the customer in mind in all areas of team and individual performance
- Builds customer loyalty through interaction, communication, and team efforts
- Committed to continuous improvement through empowerment and managing of responsibilities
- Seizes opportunities to communicate with all appropriate departments for any significant current or potential customer concerns
- Reviews customer satisfaction metrics as it relates to agents and specialists for appropriate action

**Administrative**/Other**
- Timely completion of any Company or Department required training
- Performs other duties as assigned

**Education**:

- Bachelor's degree in Computer Science or 5+ years equivalent experience

**Experience**:

- Microsoft SQL experience (4+ Years)
- CompTIA A+ or N+ Preferred
- Ability to communicate technical solutions/recommendations to a non-technical audience
- Windows Server (2008+) and Desktop Administration (Win7+)
- Networking topology, terminology, commands
- IIS and Web Application Administration
- Group Policies Terminology and Administration
- Active Directory Administration
- VMWare Terminology and Administration
- Installing peripherals (Scanners, Printers...)
- Application Installation and Troubleshooting

**Physical/Mental Requirements**:

- Flexible in working hours
- For many 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, weekly testing for

  • Lead Technical Artist

    4 days ago

    Quebec City, Canada Hothead Games Full time

    Hothead Games is proud to announce a new project opportunity resulting in an expansion of our workforce. This is a multi-disciplinary project attracting new talent and skill set to our workforce, including a Lead Technical Artist! Come join us today! **What are we working on?** A VERY exciting multi-platform MMORPG with achievable, viable, and...

  • SAP Technical Lead

    23 hours ago

    Quebec City, Canada Previan Full time

    **POSITION OVERVIEW**: Reporting to the Information Systems Specialist of Previan, the incumbent is a member of Previan’s SAP Center of Excellence. He assesses and participates in all technical aspects during all phases of our SAP journey. Reviewing proposed technical solutions, providing technical guidance and works alongside with the other SAP resources....

  • Tech Support Team Lead

    3 months ago

    Quebec City, Canada Top Remote Talent Full time

    The team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech, you will architect and cultivate a world-class support experience for doctors using a flagship Chrome plugin, directly influencing product strategy and user success. You will join an international team of first-class...

  • Team Lead Graphic Design

    6 days ago

    Quebec City, Canada Ubisoft Full time

    Company Description With a team of more than 500 creative, passionate and innovative talents, Ubisoft Quebec continues to grow and expand. Founded in 2005, the Quebec City studio has carved out a place for itself among the leaders in the video game industry. Involved in several of Ubisoft's flagship franchises, it has acquired solid expertise, positioning...

  • Account Technical Lead

    4 weeks ago

    Quebec, Canada Devoted Studios Full time

    p>Technical LeadDevoted CG is a new platform in Early Access that will transform how companies find freelance talent for game asset creation. Our mission is to create equal opportunities for all talent globally to work on the games of their dreams. We are looking for an experienced games industry professional to work with us on rapidly growing this platform...

  • Programming Team Lead Gameplay

    7 months ago

    Quebec City, Canada Ubisoft Full time

    Company Description Founded in 2005 and with a team of over 600 creative, passionate and innovative talents, Ubisoft Quebec is now one of the leaders in the industry. Involved in the Assassin's Creed franchise since 2010, our studio assumed the leadership of Assassin's Creed Odyssey as well as Immortals Fenyx Rising, and is now developing Assassin's Creed...

  • Technical Director

    6 months ago

    Quebec City, Canada Balko Technologies Full time

    **JOB POSTING - TECHNICAL DIRECTOR** Balko Tech pioneers the design and development of modular payloads for drones, catering to diverse industries. Our team comprises multidisciplinary scientists boasting extensive backgrounds in both the drone and LiDAR sectors. At Balko Tech, our mission is clear: to democratize geospatial data capture. We achieve this by...

  • Angular Technical Lead

    7 days ago

    Montreal, Quebec, G4F, CA Blitz TI Full time

    Shape the future of digital solutions with a key player in the healthcare industry.We represent a local company specializing in cutting-edge technologies that are transforming the healthcare sector. With a well-established platform, this organization is undergoing a major transformation to modernize its solutions and build for the future. We are seeking a...

  • UX Team Lead

    5 days ago

    Quebec City, Canada Ubisoft Full time

    Company Description With a team of more than 500 creative, passionate and innovative talents, Ubisoft Quebec continues to grow and expand. Founded in 2005, the Quebec City studio has carved out a place for itself among the leaders in the video game industry. Involved in several of Ubisoft's flagship franchises, it has acquired solid expertise, positioning...

  • Team Lead

    7 months ago

    Quebec City, Canada Ubisoft Full time

    **Job Description**: Founded in 2005 and with a team of over 600 creative, passionate and innovative talents, Ubisoft Quebec is now one of the leaders in the industry. Involved in the Assassin's Creed franchise since 2010, our studio assumed the leadership of Assassin's Creed Odyssey as well as Immortals Fenyx Rising, and is now developing Assassin's Creed...

  • Technical Support Specialist

    7 months ago

    Quebec City, Canada ABB Full time

    **Technical Support Specialist**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are...

  • Technical Product Manager

    7 months ago

    Quebec City, Canada GoTo Full time

    **Where you'll work**: remote Quebec **Security at GoTo** We are looking for a Technical Product Manager to join our Security team and help us run it as a Product organization. This role is serving internal stakeholders, and not focused on Goto’s external customers. You will work closely with the Chief Information Security Officer (CISO) and the...

  • Technical Support Specialist

    7 months ago

    Quebec City, Canada Agrimesh Technologies Full time

    Agrimesh Technologies is a leading agricultural technology company dedicated to transforming the way farmers operate and manage their agricultural businesses. We provide innovative software and hardware solutions that empower farmers to increase productivity, optimize resource utilization, and improve sustainability in the agriculture industry. We are...

  • Maintenance Team Lead

    2 months ago

    Quebec City, Canada BGIS Full time

    **Who We Are** BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over...

  • Technical Product Manager

    7 months ago

    Quebec City, Canada GoTo Full time

    **Where you'll work**: remote Quebec **Security at GoTo** We are looking for a Technical Product Manager to join our Security team and help us run it as a Product organization. This role is serving internal stakeholders, and not focused on Goto’s external customers. You will work closely with the Chief Information Security Officer (CISO) and the...

  • Technical Product Manager

    7 months ago

    Quebec City, Canada GoTo Full time

    **Where you'll work**: remote US or Quebec or Ireland/UK **Security at GoTo** We are looking for a Technical Product Manager to join our Security team and help us run it as a Product organization. This role is serving internal stakeholders, and not focused on Goto’s external customers. You will work closely with the Chief Information Security Officer...

  • Technical Support Agent

    7 months ago

    Quebec City, Canada Data Dis Full time

    DataDis is a leading provider of fleet maintenance software solutions for any organization managing fleets or heavy equipment. We offer solutions adapted for the transport, construction, bus, cities & municipalities, leasing centres, and repair centres industries. Our mission is to make sure that our clients’ vehicle fleets stay reliable and safe by...

  • Technical Services Manager

    9 months ago

    Quebec City, Canada FANUC America Full time

    At**FANUC Canada Ltd.**we are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported. We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one...

  • Lead Technique Ui

    7 days ago

    Quebec City, Canada Ubisoft Full time

    Company Description Founded in 2005 and with a team of over 600 creative, passionate and innovative talents, Ubisoft Quebec is now one of the leaders in the industry. Involved in the Assassin's Creed franchise since 2010, our studio assumed the leadership of Assassin's Creed Odyssey as well as Immortals Fenyx Rising, and is now developing Assassin's Creed...

  • Algorithm Team Lead

    6 days ago

    Quebec City, Canada LeddarTech - Envision the road ahead! Full time

    These solutions accelerate ADAS and AD deployment and contribute to making our roads and cities smarter, which increases the safety of drivers, passengers and vulnerable road users, leading to reduced traffic congestion, greater efficiencies and a reduction of Co2 emissions as autonomous vehicles are more broadly adopted. **Why join LeddarTech** Working at...