BD (Becton, Dickinson and Company) Global Product Technical Support Engineer in San Jose, California
Job Description Summary
Exciting opportunity for a solutions-focused strategic and technical expert! The Global Product Technical Support Engineer is responsible for providing remote and onsite technical support to field service engineers and regional support teams around the world. Responsible for new product service readiness, install base sustaining support, life-cycle and change management, product technical training and service documentation.
Takes ownership and serves as product champion for assigned 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 senior technical expert on instrument and/or software product lines within the service organization.
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 be consistently professional in customer, cross-functional interactions with a high concern for customer needs and expectations.
Duties / Responsibilities:
Develop and implement service strategies and plans for new products and upgrades including but not limited to new product technical training, service documentation, collateral, training content, manuals and spare parts.
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 group 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.
Create, maintains and delivers product training programs to field service engineers, affiliates and regional product support associates. Train domestic and affiliate field operatives with assistance from other departments as required. Develop service knowledge content for new and existing products as well as product upgrades.
Monitor service and reliability data from the field as well as management reports and repair center feedback. Develop programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer down time.
Develop and manage instrument spare parts BOMs including consumable and non-consumable parts from new release to obsolescence.
Develop and release instrument service documentation including but not limited to service manuals, bulletins, field change notices, troubleshooting guides, 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 15-20% of the time.
Bachelors of Electrical Engineering,or Engineering Technology, orin a related engineering discipline required.
5+ years’ experience working in manufacturing industry, in a regulated environment, and in a technical support role required - supporting Field Service personnel, Manufacturing Engineering, or repair center technical service. Will consider combination of equivalent related education and experience.
Working knowledge of electronic, biomedical, and mechanical engineering (flow cytometry and/or cellular analyzer a plus).
A demonstrable track record of success in achieving and maintaining high quality documentation for use in a Field environment.
Experience with remote management or remote services is a plus.
Project Management experience and managing cross-functional projects is highly desirable
Effective analytical and problem-solving skills with the ability to apply creative solutions to challenges
Excellent communication skills in both oral and written formats, excellent listening and problem-solving skills, and customer facing skills.
The ability to interface effectively with all levels and functions within and outside the organization.
Proven ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
Ability and willingness to travel 15-20% domestically and internationally.
Primary Work LocationUSA CA - San Jose
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