Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Service Specialist

Expired Job

BD (Becton, Dickinson And Company) Sparks , MD 21152

Posted 2 months ago

Job Description: SummaryThe Service Specialist role is pivotal for implementation of the Kiestra platform this high end automation system revolutionizes the microbiology lab and is at the forefront of BD's product strategy. As part of a dedicated implementation team, the Service Specialist is responsible for leading a team of automation engineers during the on-site installation of the automation equipment. Installations generally take multiple weeks and the Service Specialist is responsible for supporting the team to deliver a quality turn-key solution to the customer - planning, site pre-check, placement of the equipment, electro and mechanical installation, IT/network setup and final testing. The role requires the technical skills to execute hands-on installation work and project management and leadership skills to guide the installation team.

This role is key to BD's strategy to push the customer experience to the next level the associate in this role must be able to not only understand highly complex automation, but also have the ability to improve installation and supporting processes. With an increasing number of installs, it is key to work with the Automation Project Managers to align resource needs. Although the Service Specialist does not have any direct reports, he/she directly influences the strategy for the team implementing the automation equipment.

While the main focus of the role is to install new equipment, the Service Specialist will be engaging in other service activities include working on planned service work: system upgrades, relocations, removals and preventive maintenance.

Integral to the role are the skills to navigate a complex project with many internal and external stakeholders. Between ad-hoc customer requests and long term business objectives, this role will impact the future of automation directly and provides an exciting opportunity for individuals wanting to grow in their role.

Job Description

Primary Duties and Responsibilities:

Efficiently works in a (project) team setting to provide prompt, high quality on-site support to BD customers. This support includes installation management, pre-install visits, instrument installations, customer technical training, Preventive Maintenance, instrument stabilization, connectivity, etc.

  • Promotes a safe working environment and ensures compliance with applicable policies and procedures

  • Delivers level of service that continuously surpasses customer expectations

  • Guides the team to ensure compliance with all administrative responsibilities

  • Establishes and cultivates internal and external relationships to enhance customer experiences and business performance

  • Works with management to drive change initiatives to improve efficiencies and execute on business commitments

  • Implements Installation Planning and Installation Management processes to ensure the project is well-organized and timely per the customer expectations

  • Support field upgrades, relocations, removal of equipment and trade show installations

  • Support 2nd level support team when required

  • Adherence to Quality Policies and Departmental Standard Operation Procedures

  • Support the Project Managers in the development of project plans and project schedules

  • Must adhere to all Safety compliance requirements (internal/external)

  • Partners with Automation Project Managers to assist in gaining customer business and loyalty

  • Takes ownership of the end-to-end installation process and escalates risks or delays where required

  • Focuses on completing service installation reporting to ensure Continuous Improvement

  • Provides constructive feedback on automation processes, documentation and procedures for Continuous Improvement

  • Deliver On-The-Job training, guidance and mentorship to Lab Automation team members


Knowledge and Skills

  • Demonstrated leadership, motivational and organizational skills with a proven track record of accomplishments in cross-functional projects/teams/programs

  • Ability to work professionally with all levels of internal/external organizations

  • Demonstrated effective interpersonal skills; including effective internal and external communications and crisis/conflict resolution skills

  • Consistent professionalism in customer, cross-team/functional interactions with high concern for customer needs and expectations

  • Willing and able to travel up to 90%

  • Must be able to lift up to 30lbs frequently and up to 70lbs infrequently

  • Must be able to handle bending and stooping over a prolonged period of time (up to 10 hours)

  • Must be able to handle prolonged periods of standing (up to 10 hours per day)

  • Must be able to push/pull materials up to 100lbs

  • Must wear all PPE (Personal Protective Equipment) required by company guidelines

Education and Experience required:

  • Bachelor's Degree in Electronics/Computers/Biomedical Engineering is preferred

  • Three to five years of service experience in the troubleshooting and repair of electronic systems

  • Requires a good working knowledge of mechanics, pneumatics, electronics and electro-mechanical devices

Education and Experience preferred:

  • Knowledge of or experience with Project Management

  • Continuous Improvement foundation (i.e. Lean and Six Sigma) is preferred

  • Working knowledge and experience of IT systems and networking set up and troubleshooting

  • Demonstrated ability to function effectively in customer facing environment

  • Demonstrated ability to manage complex projects and assigned tasks independently with minimal supervision

  • Effective verbal and written communication skills


Primary Work LocationUSA MD - Baltimore

Additional Locations

Work Shift

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Manager Global Service E...

BD (Becton, Dickinson And Company)

Posted 2 days ago

VIEW JOBS 7/16/2018 12:00:00 AM 2018-10-14T00:00 Job Description Summary Job Description Summary The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Systems sector is seeking a Sr. Manager, Global Service Engineering to join our team of talented and diverse individuals. The qualified individual will become part of the Global Technical Services (GTS) organization located in Sparks, MD. Reporting to the Director of Global Product Support, the Sr. Manager, Global Service Engineering is accountable for leading and developing a Service Engineering team consisting of System Support Specialists (SSS) serving as the technical subject matter experts for assigned medical diagnostic system instruments and software, ensuring service readiness and product life cycle management to meet all functional and business objectives across the Women's Health & Cancer (WH&C) and Informatics platforms. Roles and Responsibilities: The general nature and level of work being performed by the associate assigned to this job are listed below. Not intended to be an exhaustive list: * Leadership Team member representing the Service function on the WH&C and Informatics cross-functional platform teams * Leading a team of SSS's organized across New Product Introduction (NPI), and Sustaining & Instrument Support, covering all new product development programs and legacy instruments * Advancing Global Product Development System (GPDS) excellence initiatives across the WH&C and Informatics platforms * Coaching and motivating the SSS's to deliver exceptional Service function representation on NPI and Sustaining engineering core teams, including: design for serviceability, product health and service delivery metrics, timely and verified documentation, and regional field service associate readiness at launch * Responsible for resource capacity and planning, program prioritization, complaint reduction analysis, CAPA status, and Service Engineering deliverables * Developing an annual strategic revenue 3-year Service Engineering department budget aligned to WH&C and Informatics platform strategic imperatives * Report out responsibility to Service function DS Leadership Team member on product health and service delivery metric key driver goal status * Building and delivering compelling business cases that Influence the platform leadership teams to invest in service related continuous improvement and sustaining engineering program activities that will enhance the customer experience, decrease cost to service, and improve service delivery * Supporting SSS's to design a comprehensive Customer Support Strategy (CSS), service procedures and manuals for their product lines * Ensuring the SSS's develop tools, spare parts and documentation necessary to assist during product installation, maintenance, troubleshooting and repair * Soliciting and integrating voice of service input via regional service leaders, field service engineering and application specialists to ensure alignment with GTS strategy * Providing organizational redesign recommendations that support our one Life Sciences Service vision * Inspiring effort, developing talent, and succession planning across the Service Engineering team * Leading and facilitating change management workouts across business process initiatives * Driving customer-centric accountability and people, process and product execution across our Global Product Support Playbook * Championing product security requirements and employee health & safety adherence Qualifications Education, Experience, and Travel: * Bachelor's degree in related engineering, technical, business or scientific discipline * Minimum 5 years of experience managing people and teams * Occasional business travel required 15% of time Preferred Qualifications: * Bachelor's degree in Mechanical, Electrical Engineering, Computer Science, Information Technology/Information Systems, Business Administration, or related scientific discipline * Master's or advanced degree in related field desirable * Experience managing a team within Service Engineering, Research or Product Development, Quality Engineering, Field Service, Technical Support, Product Management or related area highly preferred * Experience with hardware and software systems integration, preferably with medical devices or complex medical instrumentation in a Health Information Technology (HIT) role * Basic aptitude of network topology and understanding of the network interactions between routers, switches, and firewalls * Experience supporting or leading field service engineering and applications personnel * Experience implementing product or software development projects within a highly matrixed organization * Continuous improvement leadership with certification as a 6 sigma black or green belt, or lean leader * Project Management experience with PMP Certification desired The Successful Candidate will possess the following Competencies: Innovative ideation: ability to generate novel ideas for defining, implementing and bringing to market new solutions Cross-functional project leadership: possesses the skills, knowledge and aptitude to engage, influence, and at times direct other functions involved in the development of the assigned product project Managerial: ability to coach and manage teams effectively to meet organizational goals Execution: advances long-term growth while consistently meeting or exceeding near-term business performance expectations External Focus: ability to assess the competition, and anticipate the needs of customer and external stakeholders, to deliver customer-focused solutions that improve brand image and loyalty Primary Work LocationUSA MD - Baltimore Additional Locations Work Shift BD (Becton, Dickinson And Company) Sparks MD

Service Specialist

Expired Job

BD (Becton, Dickinson And Company)