Specialist, Product Technical Support

BD (Becton, Dickinson and Company)•Irvine, CA

40d•Remote

About The Position

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. Join our team and make an impact by supporting BD's Advanced Patient Monitoring (APM) product portfolio. As a Specialist, Product Technical Support, you will play a key role in diagnosing and resolving complex product issues in critical care settings while serving as a trusted resource for healthcare professionals and global affiliates. Leveraging your clinical knowledge and technical expertise, you will ensure optimal product performance, guide customers through system integrations, and deliver exceptional service. If you thrive in a fast-paced environment and are passionate about improving patient outcomes through innovative monitoring solutions, this is the opportunity for you. This remote based position must be within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones to ensure effective collaboration with cross-functional teams.

Requirements

High school degree required.
3+ years experience in a hospital or medical setting such as RN and/or an anesthesia technician with Experience in ICU (Intensive Care Units), CCU (Critical Care Unit), and/or OR (Operating Room).
Bedside experience with APM products
Proven proficiency with Microsoft Office Suite including Word, PowerPoint, Access, Excel, Outlook and Teams.
Working knowledge of APM policies, procedures, and guidelines related to technical products.
Solid understanding of product usage and clinical environments in critical care settings.
Strong written and verbal communication skills with the ability to build effective interpersonal relationships and interact effectively across all organizational levels.
Excellent problem-solving, organizational, analytical, and critical thinking abilities, with strong attention to detail and accuracy in all tasks.
Moderate knowledge of electronic medical systems (EMR), and familiarity with how products are applied in clinical practice.
Skilled at managing competing priorities in a fast-paced environment.
Collaborative team player with experience working on cross-functional projects.
Proven ability to build and maintain productive internal and external working relationships.
Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.
Must be able to travel for one (1) week or more as needed to attend APM product and clinical trainings within the first six (6) months of employment and periodically thereafter as needed, in Irvine California (or other location as defined).
Must demonstrate flexibility to work rotational schedules every 5-weeks.

Nice To Haves

Associate or bachelor's degree in a healthcare related field with good knowledge of the medical device industry.
Bilingual Spanish preferred (read, write and speak).

Responsibilities

Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
Diagnose and intake complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
Advise internal stakeholders (e.g., Sales Representatives) and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
Accurately document detailed call intake information in the JDE Enterprise Resource System.
Follow up with customers to obtain additional information or confirm product receipt for service.
Collaborate with internal departments (e.g., R&D, Operations, Service, Quality) to resolve customer issues and assist in investigations.
Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
Generate appropriate transactions (e.g., equipment replacements, loaners, purchase orders, install base updates) within the JDE Enterprise Resource System.
Provide and coordinate return shipment information to customers.
Other duties as assigned.