Onsite Equipment Manager at Becton Dickinson NA in Stuart, Florida

Job Description:

Job Description Summary

The Onsite Equipment Manager role is responsible for providing essential support for information technologies at Liberator Medical. Support is facilitated by the Onsite Equipment Manager via phone, e-mail, chat and side by side instruction or support. This role works in a dynamic, fast-paced call center environment and is responsible for providing direct support for Liberator's staff as they use information technologies to advance the business unit goals and mission.



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.



PRIMARY DUTIES AND RESPONSIBILITIES

1. Customer Service:
a. Onsite Equipment Manager is responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in the incident management system. Staff must also document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
b. Investigation and use of a knowledgebase is required to find the correct solution. Staff follow-up with all customers to ensure a good experience is received. Ability to communicate effectively and professionally with members at all levels across the Liberator Medical, Bard, and BD global community is essential.
c. Keeping support services running smoothly and efficiently is a priority for the service desk staff, and all team members are required to perform other office work as necessary from time to time.


2. Computing Information and Referral:
a. Service Desk staff provide general information about computing services at Liberator. This includes information about access to services provided by IT and other Liberator departments. Service Desk staff must be familiar with and abide by company policies associated with responsible use of information technologies.
b. Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other service providers as needed.


3. Problem Resolution:
a. Service Desk staff work directly with customers to resolve their problems accessing Liberator networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
b. Staff members work in teams that specialize in Windows computing.


4. Asset Management


a. As the Onsite Equipment Manager you will be responsible for maintaining accountability, inventory, onsite ordering, and shipping of all equipment including mobile devices. You will be imaging machines, ensuring user profiles are on all machines before deployment.


b. Process and track the return of equipment. Will require working with Managers to attempt to get return of assets completed or properly account of the asset in event of write off.


c. Will work with Security team to ensure accountability of assets and if necessary deprovision assets that have not been in sync with the server for a prolonged time.


e. Manage Legal Hold assets and process for them moving forward.


f. Manage Purchase Order process. This includes annual software renewals, working with the program order to adjust license count, and purchase of new licenses/software as the organization requests.


g. Help track budget spends and forecasting to it.


5. Training:
a. Information technology at Liberator is highly dynamic. Service Desk staff have the ability to acquire and maintain a working knowledge of a wide range of applications and services. Staff members must be continually aware of changes that directly affect members of the Liberator's community.
b. In order to develop and maintain this knowledge, Service Desk staff are required to attend regular meetings and training activities.



REPORTING RELATIONSHIP RESPONSIBILITIES

No supervisory responsibilities



MINIMUM REQUIREMENTS OR QUALIFICATIONS



(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
a. High School Diploma or equivalent Information Technology training or degree in related field and/or 1 year IT work experience required.
b. Past work experience in a high-traffic customer service setting.
c. Excellent verbal and written communication skills.
d. Knowledge of commonly used concepts, practices, and procedures for end user technical support.
e. Strong customer service experience.
f. Excellent phone etiquette.
g. Strong problem solving and research skills.
h. Experience using Microsoft application and cloud services.
i. Functional knowledge of Windows computing.



PHYSICAL DEMANDS



(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions). While performing the duties of this job, the employee is frequently required to reach, kneel, bend, stand, walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 45 lbs.



WORK ENVIRONMENT



(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.



DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry-level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.


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/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.


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Primary Work Location

USA FL - Stuart Airport Road



Additional Locations




Work Shift