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USA MD - Sparks - 39 Loveton Circle, United States of America
Onsite
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.


Summary:
The System Support Automation Specialist is a member of the Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install -base. The team is responsible for providing customer support service for diagnostic automated Lab Automation equipment produced and sold by Diagnostic Solutions.
The Ideal candidate will have good attention to detail, superior interpersonal skills and good problem-solving skills. Having the ability and willingness to apply scientific principles when troubleshooting customer workflow and/or instrument complaints is necessary for success. Utilizing excellent written and verbal communication skills is key in the customer-facing support role.
Responsibilities:
Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
Provide remote diagnostics for innovative automated laboratory systems and instrumentation.
Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within the quality complaint system.
Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision-making processes.
Collaborate with regional and global service teams to share knowledge and best practices for product support. Participates in Regional escalation team(s) as needed.
Coordinate cross-departmentally (e.g. Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel) to assure timely follow-up and resolution of all technical inquiries and product issues.
Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
Upgrades systems to enable compatible software on all computers.
Minimum Qualifications:
Bachelor’s Degree in a S.T.E.M related field
Solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics.
Knowledge of PC/software/LIS/networking/database management knowledge.
Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages).
Customer service experience, ability to manage complex technical conversations via telephone.
Technical writing experience.
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
Proficient PC skills (Microsoft Office package).
Proficient in performing software installations and upgrades.
Knowledge of basic security concepts and best practices.
Experience working with computer networks and systems maintenance.
Preferred Skills and Experience:
Bachelor’s Degree, in an engineering discipline
1 to 4 years of recent service experience in the troubleshooting and repair of complex electro-mechanical systems.
Experience servicing medical devices and equipment.
Experience servicing robotics systems.
Bilingual - English speaking plus additional foreign language.
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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
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
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At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."
Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.
Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
Salary Range Information