System Support Specialist, Microbiology

Becton Dickinson Medical Devices•Sparks, NV

1d•Onsite

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. BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems, and reagents. The company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD employs over 65,000 people in approximately 50 countries throughout the world. The company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry, and the general public. For more information, please visit www.bd.com . The System Support Specialist (SSS), Microbiology is responsible for managing a subset of product lines within Technical Service and Support. The SSS will assist with new product implementations and technology/knowledge transfers from R&D, Manufacturing, and Quality to all functional areas of the US Service Organization. The SSS represents the Service Organization as a subject matter expert on development teams and implementing business plans for the respective product lines and are expected to provide details to key training gaps with ownership to ensure knowledge transfer processes are completed before launch of new assays/products. In addition, this position is responsible for monitoring product performance and metrics to drive the reduction of service cost, promote system uptime, and improve customer support strategies. In this role, the SSS is responsible for maintaining a strategic partnership with the U.S. Technical Services & Support DS Engineering team Manager, Field Engineering experts, Marketing, Global Service counterparts, and global Life Sciences contact center teams. This role will facilitate and foster greater collaboration between the supporting teams where we can expect to see enhanced communication and alignment on uniform training content and approach, escalation assistance for Quality, and lending of knowledge to assist in customer resolution. The SSS will be expected to focus on improved rollout for customer and associate technical communications, new products and product changes, as well as other service-related documentation. This will deliver an improved Customer and Associate Experience by fostering better preparation, coaching, education, and support for internal associates on instrumentation trends and updates. The ideal candidate will have a demonstrated record of solving sophisticated system problems. They will have strong written, interpersonal, and oral communication skills to resolve sophisticated issues with actionable concepts easy for other associates and customers to understand.

Requirements

Associate degree - Technical / STEM
7-10 years of experience in engineering, applications, or system design.
Experience using analytical and problem-solving skills, particularly in the technical troubleshooting and support of medical systems.
Well versed in Electronic Theory: High level of understanding of analog and digital electronics and the ability to apply system concepts in troubleshooting.
Well versed in Mechanical Theory: Understands the basic theory and advanced concepts of engineering mechanics
Experienced solving problems to specific modules, circuits and components
Experience providing solutions and guidance in collaboration with service associates
Strong demonstrated experience with LIS, SQL, and solving hardware and engineering issues with medical devices and equipment

Nice To Haves

Bachelor of Science in Engineering, Mathematics, Physics or related biology field
Background in delivering technical training or in education
Minimum of 5 years of experience with technical support center
Strong data analytics skills including the ability to interpret service metrics and identify trends to drive continuous improvement

Responsibilities

Respond to and assist with escalation resolution on BD Life Sciences Microbiology product lines. This includes subject matter expert level review of databases and log files, providing details for complaint closure, best practices, current challenges and customer responses
Provide Tier III level support for the service organization by leading initial and refresher product trainings on theory of operation, maintenance, and troubleshooting for the respective product lines
Conduct call quality monitoring and provide details on tactical associate coaching with targeted improvements for issue resolution
Facilitate cross-functional listening sessions to further provide technical and soft skills feedback on recorded calls for targeted technical and process improvements
Implement and drive adoption of remote tools and troubleshooting guidance to assist the phone support teams with issue resolution while compiling analytical feedback on utilization and success for associate engagement and experience
Collaborate cross-departmentally with PMO, R&D, Global Service counterparts, and Marketing to prepare for new product releases and resolve platform issues
Actively engage with Global team counterparts on Core teams and FIN teams as necessary
Monitor product health and metrics within our quality systems and report statuses of product metrics and issues to service management
Conduct technical reviews on product and service-related documentation with Global Service counterpart collaboration
Collaborate with global DS contact center teams to share knowledge and best practices for product support
Willing to provide technical phone support coverage to maintain service level as needed
Promote lead generation opportunities and strategies for the phone support teams where applicable
Willing to participate in field visits for escalated accounts as needed
Other responsibilities assigned as needed

Benefits

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You .
Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility.

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