Job Description: Summary
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 approximately 28,000 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 Engineer is a member of the BD Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position serves as a mid- line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of diagnostic instrumentation produced and sold by BD Biosciences (BDB).
The System Support Engineer is a customer facing position within the Instrument Support team and is responsible for providing first-level technical support on instrument and computer issues to BDB customers. The System Support Engineer will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. Normally receives no instructions on routine work, general instructions on new assignments.
Ideally based out of our San Jose, CA office but will consider remote candidates.
Answers inquiries for technical assistance by telephone, identifies customer problems, and troubleshoots instrument issues of basic to moderate complexity with limited assistance.
Documents customer interactions in a complete and accurate manner through the service management system.
Successfully completes basic training on core clinical and/or research BD products. Participates and successfully completes all required BD continuing education programs consistent for the job position.
Maintains technical proficiency with product evolution.
Manages a high degree of customer satisfaction by instilling confidence in BD products and services.
Maintains a professional image at all times through behavior, and all verbal & written communications.
Routinely communicates as appropriate to peers, management, and other departments.
Prepares and submits all administrative paperwork such as payroll time sheets, expense reports, etc. in an accurate and timely manner.
May require up to 10% of travel per year for onsite training, offsite customer repairs, and as part of the job rotation program.
Keeps abreast of the basic requirements for regulatory compliance in own area of work and complies with those requirements. Brings regulatory compliance questions/issues to the attention of management.
Performs other related duties and assignments as required.
Associate's Degree, preferably in Electronics/Computers/Biomedical Engineering is required or equivalent two year technical or military training in electronics; Bachelor's Degree preferred.
This position requires two to five years of work experience providing support in a biomedical discipline specifically within flow cytometry.
Flow cytometry operational experience (mandatory)
Prior experience with BD flow cytometers (required)
Working/technical knowledge of MAC and PC operating systems
Experience with PC assembly, upgrades and repairs are highly desirable
Basic knowledge of networking
Requires a good working knowledge of electronics and electro-mechanical devices equivalent to a 2 year degree
Working knowledge of service management systems such as Service Max.
Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
Proficient PC skills (Microsoft Office package)
Working knowledge and practical experience of basic test equipment
Working knowledge and experience of networking set up and troubleshooting
Strong customer focus
Ability to work as part of a team with moderate level of supervision
Must be open to traveling up to 10% of the time domestically from training
Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired
Languages English. Ability to speak Spanish or Portuguese highly preferred
Primary Work LocationUSA CA - San Jose
BD (Becton, Dickinson And Company)