System Support Engineer I

Becton Dickinson Medical Devices•Milpitas, CA

1d•Remote

About The Position

This is a field support role that is fully remote, providing phone-based support across North America, including both the United States and Canada. The ideal candidate will reside on the West Coast or be willing to work Pacific Time Zone hours. Travel is required only for training purposes. Standard working hours are 8:00 AM to 5:00 PM PST, supporting the North American customer base. The System Support Engineer Level I (SSE I) is part of the Bioscience North American Technical Support Center Of Excellence, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and remote troubleshooting for internal and external customers. This position serves as a front line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of automated flow cytometry instrumentation.

Requirements

Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
Associate degree, required preferably in Electronics/Computers/Biomedical Engineering
Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email
Requires a basic working knowledge of electronics and electro-mechanical devices
Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
Proficient PC skills (Microsoft Office package; general applications)
Working knowledge and experience of networking set up and troubleshooting
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment
Ability to work as part of a team with moderate level of supervision
Strong customer and solution-oriented focus

Nice To Haves

Lab experienced in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred.
Bachelor’s Degree (Biology/Science emphasis) preferred

Responsibilities

Respond to customer inquiries for technical assistance by telephone, chat and troubleshoots instrument issues of basic to moderate complexity with limited assistance.
Document all customer interactions in a complete and accurate manner through the service management system.
Closely follow up on ongoing service interactions with customers.
Interface and work closely with advanced support specialists and other departments as required
Place part orders as required.
Participate in an on-call planning in line with support hours.
Leverage additional tools to resolve issues such as merged reality and remote system access.
Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations.
Manages a high degree of customer satisfaction by instilling confidence in Bioscience products and services.
Maintains a professional image at all times through behavior, and all verbal & written communications.
Performs other related duties and assignments as required.