Remote Deployment Specialist

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BD (Becton, Dickinson and Company) Remote Deployment Specialist in Kuala Lumpur, Malaysia

Job Description Summary

This position is responsible for deploying software upgrades, patches, and fixes remotely using the BD Remote Services Support (RSS) and BD Provision Portal software solutions on customer medical devices. The position will be accountable to work cross-functionally in a team environment across multiple geographies and time zones.

Job Description

Business Segment: Medication Management Solutions

Business Unit: Solution Deployment

Department: Technology and Engineering

Location: Field

FLSA: Exempt

Reports to:

New / Revised Date: January 23, 2025

I. Department Overview

The BD Technology & Engineering team is responsible for providing technical system recommendations/requirements to BD’s customers and working with the customers to deploy these servers and software in preparation for the local project team. Remote Upgrade Specialists are assigned to remotely upgrade medical device software in waves, or groups of devices, during their scheduled shifts. They also perform system health checks, device preparation, and troubleshooting. The Remote Upgrade Specialists collaborate with the project team, customer, support center, readiness team, and development as needed.

Duration of Employment: This position has a three-year duration, with an anticipated end date of June 30, 2028. If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

II. Purpose

This position is responsible for deploying software upgrades, patches, and fixes remotely using the BD Remote Services Support (RSS) and BD Provision Portal software solutions on customer medical devices. The position will be accountable to work cross-functionally in a team environment across multiple geographies and time zones.

III. Specific Duties, Activities and Responsibilities

1. Assist MMS with Field Action execution, including customer notifications, obtaining customer acknowledgment forms, and follow-ups with customers to answer questions.
2. Ensure all role-related project records are accurate and up to date.
3. Ensure compliance with all relevant BD policies, procedures, and applicable regulatory requirements.
4. Support BD product teams to ensure the successful completion of their remediation projects.
5. Build effective working relationships across functions and locations.
6. Maintain a strong focus on delivering high-quality work; hold self to high-quality standards.
7. Demonstrate adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently.
8. Demonstrate awareness of one's own emotions and impact on others and work to adjust accordingly and maintain composure; self-awareness.
9. Follow procedures and processes in an FDA regulated environment.
10. May assist in developing processes and procedures to support functional department strategies.
11. Recognize unnecessary workflow steps and identify synergies among processes to improve productivity; eliminate non-value-added tasks; be a self-starter who is curious.
12. Communicate effectively with customers; build rapport and listen to needs and take action to meet customer needs.
13. Maintain reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up.
14. Seek out initiatives and projects that will broaden experiences/skill set and support critical organization capabilities.
15. Develop and update process documentation.
16. May assist in training peers.

IV. Knowledge, Skills and Abilities

Communication

1. Participate in conference calls with internal customers to facilitate documentation, training, and peer support.
2. Establish rapport with customers (internal & external) that is conducive to a long-term business relationship.
3. Provide team support and in-depth product information on BD products as assigned by manager.
4. Share expertise, gain consensus within teams and deliver concise and consistent communication.
5. Provide product feedback, technical insight, and customer requirements to internal team members.
6. Effectively communicate the vision and business need for change to others and maintain a positive perspective.

Technical

1. Communicate health check results and technical requirements to internal team and customers.
2. Must be detail-oriented, and demonstrate the ability to multitask consistent with established company and customer objectives.
3. Provide peer support and demonstrate the ability to understand cause and effect when analyzing a process, situation, or issue.
4. Demonstrate problem solving, troubleshooting, and system consultation related to BD products, best practice considerations, and standardization.
5. Remotely deploy software packages using BD approved tools and guides.
6. Collaborate with customers and internal project team on confirming specifications/requirements.

Administrative

1. Provide input to product documentation.
2. Participate in specialized projects and teams.
3. Work independently.
4. Comply with all BD Technology and Engineering Policies and Procedures.
5. Timely completion of project documentation.
6. Monitor and supply updates on escalated critical issues.
7. Possess excellent organizational skills with the flexibility to readily adapt to change.
8. Recognize unnecessary workflow steps and identify processes that can be improved to increase productivity.
9. Participate in cross-functional teams with the purpose of improving process, workflow, and service.

V. Qualifications:

1. Computer Science, Technology or Healthcare related or equivalent work experience.
2. 2-3 years proven applied experience.
3. Goal and action-oriented.
4. Read, write, speak English language; English proficient.
5. Strong technical orientation and experience deploying proprietary and standard applications.
6. Strong analytical skills to troubleshoot problems using logical/analytical methods.
7. Application/software packaging and deployment; desktop and system support services.
8. Understanding and experience of various Windows operating systems, Active Directory, domain security, Bomgar (Beyond Trust), and SecureLink.
9. Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access, and SQL scripting.

VI. Other:

• Position requires flexible working hours, often after normal daytime business hours, including nights and weekends. Ability to work independently from a home office.

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.