BD (Becton, Dickinson and Company) Technical Support Representative (In-house) in San Jose, California
Job Description Summary
The Technical Support Representative is a customer facing position within the Instrument Support team. The TSR will be responsible for providing first-level technical support on instrument and computer issues to BD customers. The TSR 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.
Answers inquiries for technical assistance by telephone identifying 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 SAP system.
Successfully completes basic training on core clinical and/or research BD products. Participates and successfully completes all required BD continuing education programs consistent with 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 dress, behavior, and all verbal & written communications.
Routinely communicates as appropriate to peers, management, and other departments of business opportunities.
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, off-site 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. Participates as required in training on regulatory issues affecting own area of work. Brings regulatory compliance questions/issues to the attention of management.
Follows BDB-IS Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in immediate work area. Participates in EH&S programs. Notifies supervisor of all observed hazardous conditions or unsafe work practices. May provide recommendations on maintaining the safety of the work environment.
Performs other related duties and assignments as required.
This position requires an ASEE or AA degree electronics technology plus two to five years of work experience providing support in a biomedical discipline preferably within flow cytometry
Working/technical knowledge of MAC and PC operating systems
Basic knowledge of networking
Knowledge of electronics equivalent to a 2-year degree
Flow cytometry operational experience is a plus
Prior experience with BD flow cytometers is helpful
Working knowledge of data tracking systems such as SAP
Effective verbal and written communication skills
Effective listening skills Reliable and flexible
Strong customer focus
Demonstrated 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 for training
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