BD (Becton, Dickinson and Company) Product Support Engineer (CCE) in San Diego, California
Job Description Summary
Our BD Pyxis systems comprehensively provide medication and supply management throughout the hospital and IDN. By helping streamline workflow, improve financial performance and facilitate regulatory compliance, they can enhance medication safety and patient care.
Learn more: http://www.bd.com/en-us/offerings/brands/pyxis
As a Product Support Engineer for Pyxis specialty products (ex. CIISafe, Supply), you will be acting as an escalation point for technical issues and help increase efficiency by driving knowledge sharing across the Technical Support Center. You will also be responsible to perform root-cause analysis of complex product related issues, represent the Technical Support Center in product core meetings as the voice of the customer experience and stay current with information around new releases.
The Product Support Engineer position will act as the responsible party for troubleshooting escalated open tickets and work in collaboration with multiple engineering and testing teams within the organization as well as with customer personnel in order to analyze and gather all pertinent information to find a solution to the escalation, thus maintaining maximum customer satisfaction.
The Product Support Engineer is well versed in multiple troubleshooting techniques that involve the analysis of complex data and provides accurate and honest feedback on issues. The Product Support Engineer will recommend solutions to issues based on experience and collected data as well as customer expectations.
The Product Support Engineer will have solid communication skills. A wide degree of creativity, leadership and latitude is expected.
The Product Support Engineer is an individual contributor who is customer focused, always learning, persistent in issue resolution, displays ownership by controlling the action of their cases and communicates effectively to customers and key stakeholders.
What is expected of you for success in your role:
Demonstrate the ability to analyze, replicate, drive and resolve complex CCE, Restock Order, Security Module, Med, PHACTS, and Supply related issues.
Effectively work cross-functionally with other teams to resolve escalated issues.
Offer technical guidance to Technical Support Specialists.
Analyze and resolve program support deficiencies
Demonstrate high level of interpersonal and communication skills.
Communicate with both the customer and business owners to achieve the required outcome.
Mentor BD staff in area of expertise driving competency of Interface engineering
Demonstrate a strong sense of urgency and ability to perform under pressure.
Adhere to other duties as assigned by management.
Provide support to solve issues related to current and legacy products
Perform system and subsystem integration, technical risk assessments, technical planning, verification and validation, and supportability and effectiveness analyses of total systems throughout the system lifecycle
Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
Use your technical knowledge along with customer service skills to become the SME (Subject Matter Expert) of your product to answer complex partner/customer questions, issues and escalations with accuracy and superior service
Remote reactive and proactive support of national and international clients internally and externally as needed
Bachelor's degree from an accredited college in a related discipline, or equivalent experience / combined education, with 7 years or more of professional experience
Considered an expert, authority in discipline
3 + years of experience with database design, development, support, or administration3+ years of experience with CCE support & implementation
3+ years of experience with Restock Order support & implementation
4+ years of experience with HL7 interface integration in a medication dispensing, materials management, or PHACTS related role
Experience implementing & supporting BD Security Module a plus
Must possess strong knowledge HL7
Experience troubleshooting Windows Server 2008/2012Familiarity with TFS and Visual Studio Database projects a plus
Active Directory, IIS and Virtualization (VMWare, Hyper-V) experience a plus.
Familiarity with troubleshooting networks and network issues
Familiarity with troubleshooting computer hardware issues (CPUs, scanners, printers, etc.)
Primary Work LocationUSA CA - San Diego TC Bldg C&D
Additional LocationsUSA TX - San Antonio-Magic Dr
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status