BD (Becton, Dickinson and Company) Technical Support Engineer in Sparks, Maryland

Job Description Summary

Job Description

Summary

The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Systems business is seeking an engineering System Support Specialist (SSS) to join our team of talented and diverse individuals. The qualified individual will become part of the Global Technical Services organization located in Sparks, MD and will support the Molecular platform.

The SSS:

  • Serves as the technical subject matter expert (SME) for diagnostic systems, with focus on automated molecular test systems, and will be accountable for ensuring the design for serviceability, regional field service readiness and product life cycle management of these instruments to meet all functional and business objectives.

  • Is responsible for assisting with escalation of complex instrument repairs, monitoring product health metrics and being the voice of service during the new product development process.

  • Is part of broader cross-functional teams within the organization and provides leadership to the extended regional field service team located around the world with a focus on enhancing the customer experience.

Responsibilities:

The general nature and level of work being performed by the associates assigned to this job is listed below and is not intended to be an exhaustive list:

  • Works with R&D, and Learning & Development department to develop technical service documentation necessary to perform product installation, repair, troubleshooting and maintenance.

  • Demonstrates sound project management capabilities to design, implement, and optimize service support strategies for Clinical Trials, new product launches and field upgrades throughout the world.

  • Works independently or under guidance to identify and manage the key deliverables for service, preferably leads projects representing the Service function.

  • Shows leadership in coordinating activities among cross functional team members.

  • Acts as a liaison between Service and other functions to determine root cause if a product performance issue occurs and provides timely feedback for product improvements.

  • Tracks service related product health metrics for instruments placed globally and makes appropriate recommendations for continuous improvement and operational efficiencies.

  • Prepares and delivers formal written reports, documents and presentations to communicate with a wide-range of audiences, including product platform leadership and regional field service team members.

  • Participates and drives the development of service spare parts and tools, which aid in field service repairs and meet worldwide needs.

  • Contributes subject matter expertise to support the Learning & Development department to create comprehensive training programs on supported products to enhance regional service delivery.

  • Represents Global Technical Services on new product development and sustaining engineering teams and drives to improve instrument reliability, service costs and customer satisfaction.

  • Develops, implements and maintains overall Customer Support Strategy (CSS) for new and existing products based upon global service capabilities and commercial team initiatives.

  • Self-motivated and action oriented team player with good communication and interpersonal skills; able to navigate in a matrix organization and work with global team members.

  • Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demands.

  • Excellent technical problem solving skills of varying complexity.

  • Maintains and enhances the departmental standards of performance and promotes a safe working environment throughout the organization.

Required Qualifications

  • Bachelor’s degree in Mechanical, Electrical, Biomedical or Systems Engineering or related education or equivalent work experience.

  • 3+ years of previous experience in a customer facing hardware and software systems original equipment manufacturer (OEM), preferably working with medical devices or complex medical instrumentation, working in: Service Engineering, Technical Field Service, Quality, Manufacturing or R&D Engineering.

  • Can accommodate occasional evening/weekend work as needed and is able to travel domestically and internationally up to 20% of the time.

Preferred Qualifications

  • Master’s or advanced degree in related field

  • Education or experience in biology, chemistry or demonstrated ability to understand system application.

  • Project Management experience.

  • Experience supporting a Clinical Trial or Clinical Study Program in support of a complex medical device or clinical assay.

  • Familiar with various standards for medical devices such as FDA, HL7, ISO, UL.

  • Prior experience working in a field service organization specifically dealing with medical instrumentation.

  • Experience with leveraging SAP, ServiceMax and Salesforce CRM platforms.

  • Experience with high precision optical and imaging systems.

  • Basic knowledge of Healthcare IT.

  • Basic knowledge of medical device hardware and software cybersecurity rules and regulations.

  • Experience working and traveling in a global role.

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

#LI-OPS

Primary Work LocationUSA MD - Baltimore

Additional Locations

Work Shift

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