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Join to apply for the Bilingual Technical Support Supervisor role at BD 19 hours ago Be among the first 25 applicants Join to apply for the Bilingual Technical Support Supervisor role at BD 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 its no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities. 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 its no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto 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 youll be supported to learn, grow and become your best self. Become a maker of possible with us. The Bilingual Technical Support Supervisor is responsible for overseeing the daily operations of the Pharmacy Automation Customer Support Center (BD/Parata) , ensuring the optimal performance and reliability of BD Parata SynMeds computer and application systems . Success in this role requires strong collaboration with peers and the ability to build solid relationships both within BD and with external customers. The position may require occasional overtime , on-call support , and weekend availability , and travel as needed. This remote-based position can be in Manitoba, Ontario, or Quebec. Job Responsibilities Supervision Tasks Facilitate morning SCRUM meetings, outlining daily plans and setting priorities. Serve as the escalation point for Application Support and IT teams, assisting with ticket resolution. Oversee timecard reviews and approve time-off requests. Prepare and present monthly and quarterly Pharmacy Automation Customer Support Center performance reports. Foster employee engagement and professional development. Provide direct coaching and promptly address incidents requiring disciplinary action. Analyze customer feedback from surveys and take appropriate action. Technical Tasks Install and configure SynSoft, an in-house developed software, for customers. Oversee software commissioning, configuration and deployment. Prepare and import data into the system, including drug lists, price lists, and EAN/UPC lists. Customize SynSoft software according to client specifications. Manage drug conversion tables to ensure accuracy. Update and correct database information, including pricing and medication details. Debug software issues and escalate complex cases to Level 3 when necessary. Provide customer support for software functionality and usability. Configure file exchange directories for seamless integration with pharmacy management systems. Resolve issues related to information shown on blister card labels. Overseeing computer replacement processes Managing the ordering and shipping of computer units and components Supervising technical assessments to gather computer specifications Conducting performance analysis of computer systems IVR Tasks Oversees administration of the IVR application, call routing, monitoring, reporting, and administration. Leverages workforce analytics use current IVR reports to ensure staff levels meet customer demand. Utilizes IVR reports to control daily operations and to identify service-level trends. Responsible for efficient and correct use of agent states and auxiliary codes. Ticketing Tasks Managing case delegation, follow-up and escalations. Ensure tickets are being addressed promptly and efficiently by the team. Distribute tickets based on urgency, complexity, and team expertise. Handle complex or unresolved tickets, escalating to higher levels when necessary. Track response and resolution times to meet service level agreements (SLAs). Identify areas for process optimization to enhance ticket resolution efficiency Assist team members with diagnosing and resolving complex issues. Ensure proper documentation of issues and resolutions for knowledge-sharing. Support staff development through mentoring and training in best practices. Other Tasks The supervisor will also serve as a customer advocate and point of contact for key PA CSC initiatives and corporate projects. Participates in the supervisor on-call rotation Strong analytical mindset for diagnosing and resolving technical challenges Ability to investigate and resolve customer support cases effectively Ability to collaborate with teams and stakeholders within BD and the customer base Excellent written and verbal communication skills in English and French Capacity to translate technical concepts into user-friendly explanations Promoting KCS (Knowledge-Centered-Service) article creation and utilization (documentation). Education And Experience Required College degree in Computer Science or related discipline (Software oriented) 3-5 years of progressive experience in customer service within technical support environments, skilled in call center operations, including workflow management and support escalation procedures. 3 years of experience supervising associates in a technical support environment, ensuring efficient operations, team performance, and high-quality customer service Knowledge And Skills Required Must be fluent in French and English (read, write, speak), with excellent written and verbal communication skills. Exceptional critical thinking skills, with a strong data-driven approach to decision-making. Proven leadership and interpersonal abilities, with a talent for inspiring, developing, and guiding teams to success. Dedicated to fostering a positive and collaborative work environment. Skilled in active listening to fully understand and address customer concerns. Clear and professional communicator, adept at conveying complex information effectively. Demonstrates genuine empathy, connecting with customers and acknowledging their needs. Maintains patience and composure, especially in high-pressure or challenging situations. Builds trust and rapport with both customers and colleagues. Brings a consistently positive attitude, creating a welcoming and supportive customer experience. Effectively de-escalates tense situations, offering reassurance and practical solutions. Highly organized and analytical, with a proven ability to deliver results in fast-paced, team-oriented environments. Technical Skills Strong knowledge of remote connection tools such as LogMeIn, Bomgar, ScreenConnect and VNC. Expertise in databases, including PostgreSQL and SQL Server. Expertise in SQL query execution, including SELECT, UPDATE, and DELETE statements. Familiarity with database performance optimization tools and concepts. Proficient in handling flat files, XML, CSV, XLS, and performing data conversions. Knowledge of report generation tools, including Adobe PDF. Advanced Excel skills, including data manipulation, transformation, and formula creation. Experience in scripting languages: Python, PowerShell, Batch Solid understanding of Windows systems, including services, access rights (NTFS), event handling, and debugging. Experience with printer configuration and driver management. Understanding of core networking concepts, including TCP/IP, Internet protocols, subnetting and service ports. *** description de poste en francais *** Le/La Superviseur Bilingue du Support Technique est responsable de la supervision des oprations quotidiennes du Centre de Support lAutomatisation Pharmaceutique (BD/Parata) , garantissant la performance optimale et la fiabilit des systmes informatiques et applicatifs de BD Parata SynMed . Le succs dans ce rle ncessite une collaboration troite avec les pairs et la capacit de btir des relations solides tant au sein de BD quavec les clients externes. Ce poste peut ncessiter des heures supplmentaires occasionnelles, une disponibilit en dehors des heures normales et les fins de semaine, ainsi que des dplacements selon les besoins. Ce poste en tltravail peut tre bas au Manitoba, en Ontario ou au Qubec. Responsabilits du poste Tches de supervision Facilitere les runions SCRUM matinales, dfinir les plans quotidiens et tablir les priorits. Servir de point descalade pour les quipes de support applicatif et informatique, en aidant la rsolution des tickets. Superviser la rvision des feuilles de temps et approuver les demandes de cong. Prparer et prsenter les rapports de performance mensuels et trimestriels du Centre de Support lAutomatisation Pharmaceutique. Favoriser lengagement des employs et le dveloppement professionnel. Fournir un encadrement direct et traiter rapidement les incidents ncessitant des mesures disciplinaires. Analyser les retours clients issus des sondages et prendre les mesures appropries. Tches techniques Installer et configurer SynSoft, un logiciel dvelopp en interne, pour les clients. Superviser la mise en service, la configuration et le dploiement du logiciel. Prparer et importer les donnes dans le systme, y compris les listes de mdicaments, les listes de prix et les listes EAN/UPC. Personnaliser le logiciel SynSoft selon les spcifications du client. Grer les tables de conversion des mdicaments pour assurer leur exactitude. Mettre jour et corriger les informations de la base de donnes, y compris les prix et les dtails des mdicaments. Dboguer les problmes logiciels et escalader les cas complexes au niveau 3 si ncessaire. Fournir un support client pour la fonctionnalit et lutilisation du logiciel. Configurer les rpertoires dchange de fichiers pour une intgration fluide avec les systmes de gestion de pharmacie. Rsoudre les problmes lis aux informations affiches sur les tiquettes des plaquettes thermoformes. Superviser les processus de remplacement des ordinateurs. Grer la commande et lexpdition des units et composants informatiques. Superviser les valuations techniques pour recueillir les spcifications des ordinateurs. Effectuer des analyses de performance des systmes informatiques. Tches IVR Superviser ladministration de lapplication IVR, le routage des appels, la surveillance, les rapports et la gestion. Exploiter les analyses de la main-duvre et les rapports IVR pour sassurer que les niveaux de personnel rpondent la demande des clients. Utiliser les rapports IVR pour contrler les oprations quotidiennes et identifier les tendances de niveau de service. Assurer lutilisation efficace et correcte des tats des agents et des codes auxiliaires. Tches de gestion des tickets Grer la dlgation des cas, le suivi et les escalades. Sassurer que les tickets sont traits rapidement et efficacement par lquipe. Distribuer les tickets en fonction de lurgence, de la complexit et de lexpertise de lquipe. Grer les tickets complexes ou non rsolus, en les escaladant si ncessaire. Suivre les temps de rponse et de rsolution pour respecter les accords de niveau de service (SLA). Identifier les opportunits doptimisation des processus pour amliorer lefficacit de la rsolution des tickets. Aider les membres de lquipe diagnostiquer et rsoudre les problmes complexes. Assurer une documentation adquate des problmes et des solutions pour le partage des connaissances. Soutenir le dveloppement du personnel par le mentorat et la formation aux meilleures pratiques. Autres tches Servir de reprsentant client et de point de contact pour les initiatives cls du PA CSC et les projets dentreprise. Participer la rotation de garde des superviseurs. Avoir un esprit analytique fort pour diagnostiquer et rsoudre les dfis techniques. Capacit enquter et rsoudre efficacement les cas de support client. Capacit collaborer avec les quipes et les parties prenantes internes et externes. Excellentes comptences en communication crite et verbale en anglais et en franais. Capacit traduire des concepts techniques en explications accessibles. Promouvoir la cration et lutilisation darticles KCS (Knowledge-Centered-Service). Formation et exprience requises Diplme collgial en informatique ou dans une discipline connexe (orientation logicielle). 3 5 ans dexprience progressive en service la clientle dans des environnements de support technique, avec expertise en gestion de centre dappels et procdures descalade. 3 ans dexprience en supervision dquipes dans un environnement de support technique, assurant des oprations efficaces, la performance de lquipe et un service client de qualit. Connaissances et comptences requises Bilingue franais et anglais (lecture, criture, expression orale), avec dexcellentes comptences en communication. Comptences exceptionnelles en pense critique, avec une approche dcisionnelle base sur les donnes. Capacits prouves en leadership et en relations interpersonnelles, avec un talent pour inspirer, dvelopper et guider les quipes. Engagement favoriser un environnement de travail positif et collaboratif. Comptences en coute active pour comprendre et rsoudre les proccupations des clients. Communication claire et professionnelle, apte transmettre des informations complexes efficacement. Empathie authentique, capacit se connecter avec les clients et reconnatre leurs besoins. Patience et sang-froid, notamment dans des situations stressantes ou complexes. Capacit instaurer la confiance et des relations solides avec les clients et collgues. Attitude positive constante, crant une exprience client accueillante et bienveillante. Capacit dsamorcer les situations tendues, en offrant des solutions rassurantes et pratiques. Organisation et esprit analytique, avec une capacit dmontre obtenir des rsultats dans des environnements dynamiques et collaboratifs. Comptences techniques Bonne connaissance des outils de connexion distance tels que LogMeIn, Bomgar, ScreenConnect et VNC. Expertise en bases de donnes, notamment PostgreSQL et SQL Server. Matrise de lexcution de requtes SQL, y compris les instructions SELECT, UPDATE et DELETE. Familiarit avec les outils et concepts doptimisation des performances des bases de donnes. Matrise de la gestion de fichiers plats, XML, CSV, XLS et des conversions de donnes. Connaissance des outils de gnration de rapports, y compris Adobe PDF. Comptences avances en Excel, y compris la manipulation, la transformation de donnes et la cration de formules. Exprience en langages de script : Python, PowerShell, Batch. Bonne comprhension des systmes Windows, y compris les services, les droits daccs (NTFS), la gestion des vnements et le dbogage. Exprience en configuration dimprimantes et gestion des pilotes. Comprhension des concepts fondamentaux de rseau, y compris TCP/IP, protocoles Internet, sous-rseaux et ports de service. 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 Companys 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 BDs 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. Its also a place where we help each other be great, we do whats 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, youll 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 Great Place to Work has certified our workplace culture based on your feedback in the Trust Index survey, and we''''ve just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight! Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577. Required Skills Optional Skills Primary Work Location CAN Qubec - Boulevard du Parc Technologique Additional Locations Work Shift Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Information Technology Industries Biotechnology Research, Medical Equipment Manufacturing, and Research Services Referrals increase your chances of interviewing at BD by 2x Get notified about new Technical Support Supervisor jobs in Manitoba, Canada . Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr