System Support Engineer Level I

BD • Milpitas, CA

77d • $30 - $49

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. Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness.

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.

What This Job Offers

• Industry: Computer and Electronic Product Manufacturing
• Education Level: Associate degree