Global Product Technical Support Engineer

BD (Becton, Dickinson And Company) San Jose , CA 95111

Posted 2 months ago

Job Description: Summary

Responsible for representing the Service Engineering team on the Special Order Products (SORP) development process. This engineer will develop in-depth knowledge of SORP instruments and become a subject matter expert for SORP designs. Key deliverables include providing knowledge transfer on instrument operations, software usage, diagnostics, troubleshooting and overall applications of the instruments. As the subject matter expert, responsibility for training of SORP instruments and all upgrades in the BDB product portfolio is essential. This includes developing training materials, delivering the training and ensuring students understand the servicing of the instruments through exams and online refresher materials and videos developed once they leave the class.

This engineer will ensure that Service Engineering has the New Product Introduction (NPI) subject matter materials for product service readiness, technical training and service documentation. Takes ownership and serves as product champion for assigned SORP products. Works on problems of varied scope where analysis of situations or data requires a review of identifiable factors. Exercises good judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work and new assignments.

Functions as the technical expert on instrument and/or software associated with SORP product lines within the service organization. Technical ability is important as test support and repair may be needed on products proceeding through the development cycle. Motivation, self-confidence, persuasiveness, perseverance, and a good understanding of the service business are required. Development of service strategies and procedures is a major part of the position requirements. Must exhibit a culture of collaboration and be consistently professional in cross-functional interactions with a high concern for field service readiness.

Job Description

Duties / Responsibilities:

  • Develop and implement service strategies and plans for new SORP products and upgrades including but not limited to new product technical training, service documentation, collateral, training content, manuals and spare parts.

  • Create, maintain and deliver SORP instrument training to field service engineers, distributors, and regional product support associates. Train field service organization with assistance from other departments as required. Develop service knowledge content for new and existing products as well as product upgrades.

  • Actively participates in new product development by informing the Product Core Teams of the service organizations objectives regarding new product reliability & serviceability.

  • Act as a consultant to the instrument engineering design groups to assure that service objectives are met.

  • Effectively manage multiple new product launches.

  • Identify future service and business related strategic needs, provide recommendations and implement solutions.

  • Develop and manage instrument spare parts BOMs including consumable and non-Consumable parts from new release to obsolescence.

  • Release instrument service documentation including but not limited to service manuals, bulletins, field change notices, troubleshooting guides, spare parts guide, procedures, and training materials using best practices.

  • Apply knowledge of scientific / engineering principles in the support the diagnosis of instrument issues.

  • Maintains high standard of professionalism and conduct in all interactions

  • Perform other related duties and assignments as required

  • May travel up to 10% of the time.


  • Working knowledge of electronic, biomedical, and mechanical engineering.

  • Excellent communication skills, both verbal and written as well as customer facing skills.

  • Effective analytical and problem solving skills.

  • Superior written and oral communication skills.

  • Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.

Education and Experience:

  • 5+ years of experience in field service, repair center technical service or manufacturing is a plus

  • Bachelor of Science in Engineering Technology (BSET) or BSET in a related engineering discipline and four years of technical support experience , or equivalent combination of related education and experience.

Primary Work Location

USA CA - San Jose

Additional Locations

Work Shift

US BD 1st Shift 8am-5pm (United States of America)

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Global Product Technical Support Engineer

BD (Becton, Dickinson And Company)