System Support Automation Specialist - COR

System Support Automation Specialist

BD is a leading global medical technology company that develops, manufactures, and sells medical devices, instrument systems, and reagents. The Company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery, and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD has associates in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry, and the general public.

The System Support Automation Specialist is a member of the BD Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support BD products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base. The team is responsible for providing customer support service for diagnostic automated Lab Automation equipment produced and sold by Diagnostic Solutions. This role will primarily be supporting the Molecular product line with a strong emphasis on BD COR.

Primary Duties and 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 HIPAA.
• 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.

Minimum Qualifications:

• 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.

Education and Experience:

• Bachelor's Degree, preferably in an engineering discipline, or four years of recent service experience in the troubleshooting and repair of 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

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day. To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.