BD · 1 week ago
System Support Automation Specialist - COR
United States
Full-time
Remote
Mid Level
$80K/yr - $131K/yr
4+ years expBD is a leading global medical technology company dedicated to improving health worldwide. The System Support Automation Specialist plays a crucial role in providing high-level technical support for automated laboratory systems, primarily focusing on the Molecular product line.
Health CareMedical DeviceTechnical Support
Responsibilities
Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication
Provide remote diagnostics for innovative automated laboratory systems and instrumentation
Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within BD’s quality complaint system
Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers
Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements
Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision-making processes
Collaborate with regional and global service teams to share knowledge and best practices for product support. Participates on Regional escalation team(s) as needed
Coordinate cross-departmentally ( e.g Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel ) to assure timely follow-up and resolution of all technical inquiries and product issues
Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage
Promotes and ensures a culture of privacy and security related to PHI and HIPPA
Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
Upgrades systems to enable compatible software on all computers
Qualification
Required
Requires a good solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics
Attention to detail, superior interpersonal skills and good problem-solving skills
Knowledge of PC/software/LIS/networking/database management knowledge is highly desired
Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages)
Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints
Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
Must have the ability to multi-task and be adaptable to changing business environment(s)
Proficient PC skills (Microsoft Office package)
Excellent written and verbal communication skills
Proficient in performing software installations and upgrades
Knowledge of basic security concepts and best practices
Bachelor's Degree, preferably in an engineering discipline, or four years of recent service experience in the troubleshooting and repair complex electro-mechanical systems preferred
Experience working with computer networks and systems maintenance
Preferred
Experience servicing medical devices and equipment preferred
Experience servicing robotics systems preferred
English speaking plus additional foreign language preferred
Benefits
A valuable, competitive package of compensation and benefits programs
Rewards and recognition opportunities that promote a performance-based culture
Company
BD helps advance clinical therapy with the process for patients and health care providers with innovative technology services and solutions.
10001+ employees
H1B Sponsorship
BD has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (66)
2022 (4)
2021 (3)
Funding
Current Stage
Public CompanyTotal Funding
$540MKey Investors
Steris
2023-08-02Post Ipo Equity· $540M
1962-04-23IPO
Leadership Team
Tom Polen
Chairman, CEO and President
Maureen Mazurek
Chief Sustainability and EHS Officer
Recent News
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