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System Support Engineer - Maryland

Apply Now Job ID R-335658 Date posted 04/11/2019

Job Description Summary

The System Support Engineer 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 Kiestra equipment produced and sold by BD Diagnostic Systems (BDDS). The role is based in Sparks, MD.

Job Description

System Support Engineer – U.S. Technical Services & Support (Phone Support)

JOB SUMMARY: 

The System Support Engineer 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 over the phone 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 phone support engineers. The team is responsible for providing customer support service for diagnostic automated Kiestra equipment produced and sold by BD Diagnostic Systems (BDDS). The role is based in Sparks, MD.

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 track systems and instrumentation
  • Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
  • Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field 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.
  • Contributes to team goals and objectives through active participation.
  • Promotes Professional Services
  • Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment

MINIMUM QUALIFICATIONS:

  • Bachelor’s Degree, preferably in Electronics/Electrical Engineering required.
  • 4 years of recent service experience in the troubleshooting and repair of Electromechanical systems required.
  • Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
  • Experience with reading electrical drawings and schematics required.
  • 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).

Preferred:

  • Knowledge of PC/software/networking/database management knowledge is highly desired.
  • Experience with PC assembly, upgrades and repairs is highly desirable.
  • English speaking plus additional foreign language preferred.
  • Experience servicing medical devices and equipment is desired.
  • Experience servicing robotics systems is desired.

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Primary Work Location

USA MD - Baltimore

Additional Locations

Work Shift

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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, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com