System Support Engineer Level I

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

76d • $30 - $49

About The Position

The System Support Engineer Level I (SSE I) is a member of the BD Global 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 diagnostic instrumentation produced and sold by BD Life Sciences.

Requirements

• Must demonstrate excellent technical writing abilities, typing proficiency, and the capability to manage complex technical conversations across multiple channels (telephone, chat, and email) while maintaining superior customer service standards.
• Should possess a working knowledge of electronics, electro-mechanical devices, and experience with basic test equipment. Additionally, must be proficient in PC assembly, upgrades, repairs, and networking troubleshooting.
• Working knowledge of medical devices and equipment, Laboratory Information Systems (LIS), and database management is highly desired, demonstrating specialized technical aptitude in healthcare technology environments.
• Must demonstrate the ability to handle various customer inquiries simultaneously, adapt to a changing business environment, and work effectively with moderate supervision while maintaining organization and prioritization skills.
• Should exhibit strong customer focus and solution-oriented mindset, with demonstrated interpersonal skills and passion for providing exceptional service while working collaboratively as part of a technical support team.

Nice To Haves

• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
• Lab or Field Service experience in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred.
• Flow Cytometry, cell-sorting knowledge preferred
• Associate degree, required preferably in Electronics/Computers/Biomedical Engineering, Bachelor's Degree (Biology/Science emphasis) preferred.

Responsibilities

• Delivers comprehensive technical support through telephone, chat, and email channels, troubleshooting instrument issues ranging from basic to moderate complexity with minimal supervision while maintaining detailed documentation in the service management system.
• Maintains consistent follow-up on ongoing service interactions, ensures timely resolution of customer problems, and escalates complex issues appropriately to System Support Engineer Level II while coordinating with advanced specialists.
• Leverages cutting-edge technical solutions including merged reality and remote system access to efficiently diagnose and resolve customer issues, while also handling necessary part orders to facilitate repairs.
• Actively promotes and maintains a culture of privacy and security in accordance with HIPAA and GDPR requirements, particularly when handling protected health information (PHI).
• Consistently maintains a professional image through all communications and behaviors, participates in on-call rotations to support extended hours, and focuses on achieving high customer satisfaction by building confidence in BD products and services.

Benefits

• Competitive salary and hourly rate ranging from $30.00 to $49.40 USD.
• Opportunities for professional development and career growth.
• A culture that values opinions and contributions.
• Support for work-life balance and flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Miscellaneous Manufacturing
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees