[Hiring] System Support Engineer I @BD

Role Description

This is a field support role that is fully remote, providing phone-based support across North America, including both the United States and Canada. The ideal candidate will reside on the West Coast or be willing to work Pacific Time Zone hours. Travel is required only for training purposes. Standard working hours are 8:00 AM to 5:00 PM PST, supporting the North American customer base.

The System Support Engineer Level I (SSE I) is part of the Bioscience North American Technical Support Center Of Excellence, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and remote troubleshooting for internal and external customers. This position serves as a front line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of automated flow cytometry instrumentation.

Job Responsibilities:

• Respond to customer inquiries for technical assistance by telephone, chat and troubleshoot instrument issues of basic to moderate complexity with limited assistance.
• Document all customer interactions in a complete and accurate manner through the service management system.
• Closely follow up on ongoing service interactions with customers.
• Interface and work closely with advanced support specialists and other departments as required.
• Place part orders as required.
• Participate in an on-call planning in line with support hours.
• Leverage additional tools to resolve issues such as merged reality and remote system access.
• Promote and ensure a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations.
• Manage a high degree of customer satisfaction by instilling confidence in Bioscience products and services.
• Maintain a professional image at all times through behavior, and all verbal & written communications.
• Perform other related duties and assignments as required.

Qualifications

• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems).
• Lab experience in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred.
• Associate degree, required preferably in Electronics/Computers/Biomedical Engineering; Bachelor’s Degree (Biology/Science emphasis) preferred.
• Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email.
• Requires a basic working knowledge of electronics and electro-mechanical devices.
• Proficient PC skills (Microsoft Office package; general applications).
• Working knowledge and experience of networking setup and troubleshooting.
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
• Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment.
• Ability to work as part of a team with moderate level of supervision.
• Strong customer and solution-oriented focus.

Requirements

• 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.
• For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19.
• In some locations, testing for COVID-19 may be available and/or required.
• Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Benefits

• We reward, support and develop our associates through our comprehensive Total Rewards program.
• We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs.
• Our salary or hourly rate ranges reward associates fairly and competitively.
• We regularly review these ranges and factors, such as location, contribute to the range displayed.
• Our pay is based on the role and the necessary skills and education to perform it successfully.
• The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location.
• Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.
• Salary Range Information: $31.00 - $49.60 USD Hourly.