Job Description Summary

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find progressive solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Solutions business is seeking a Service Engineering System Support Specialist I (SSS) to join our talented and diverse team. As a SSS you will become part of the Global Technical Services organization and support the BD COR™ System. The position will be based in Sparks, MD.  

The statements below are intended to describe the general nature and level of work being performed by associates assigned to this job. This job description is not intended to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified.

JOB SUMMARY:

The SSS role is an exciting and dynamic role, offering a unique view of the BD Diagnostics Systems business and customers. As the SSS develops within Global Technical Services they will have the opportunity to work side by side with functional domain experts (SME), customers and field service engineers gaining key insights into product serviceability and customer experience and will have the opportunity to apply this valuable knowledge and experience to address Sustaining and Continuous Improvement initiatives.

The key focus areas for this SSS job posting are as follows:

• Efficiently address and resolve globally advanced technical issues, ensuring minimal disruption to customer operations.

• Develop and maintain comprehensive service engineering documentation, including Service Bulletins, to support field service engineers.

• Coordinate regional preparations for product launches, upgrades, and updates, ensuring seamless integration and customer readiness.

DUTIES & RESPONSIBILITIES:

• Support resolution of globally advanced issues with guidance from instrument SME.

• Develop and issue service documentation when trends in customer concerns are identified.

• Track service-related product health/service performance metrics and make appropriate recommendations for continuous improvement and operational efficiencies. 

• Collaborate between service and other functions to determine root cause if a product performance issue occurs and provide timely feedback for product improvements.

• Support continuous improvement and sustaining projects, working under the guidance of more experienced SSS team members, including identification and management of key work, gathering data for root cause analysis, tracking field upgrades, etc.

• Ensure that service documentation (service guide, pre-install, install, periodic maintenance and qualification procedures/checklists) remains technically accurate and issue Service Bulletins for interim procedural/process changes in a timely manner.

• Support the departmental standards of performance and promote a safe working environment throughout the organization.

• Domestic/international travel up to 15% of the time.

SKILLS & COMPETENCIES

• Organization & Planning:  Understands process steps and demonstrates ability to evaluate length and difficulty of tasks and projects and is able to use people and materials to accomplish goals.

• Problem Solving, Analytical Skills and Professional Judgement:  Demonstrates ability to use a combination of logic, analysis, and early career experience to make recommendations for solving routine problems.

• Decision Quality:  Timely and accurate decision-maker with ability to determine priorities and act within the agreed upon timeframe, knowing when to refer matters to the next level.  

• Communication Skills:  Effective communicator who can present to small groups using a variety of presentation methods, maintaining group focus while remaining cognizant of audience engagement during presentation delivery.

• Productive:  Energized by a good challenge, operating best in a supporting capacity, with success as their goal. 

• Courage & Independence:  Confident working with minimal supervision and presents oneself with assurance.

• Composure:  Remains calm when responding to unexpected stress during tasks and in conversation with others.   

• Flexibility:  Demonstrates flexibility when organizational needs require an adjustment to meet needs.  

• Process Effectiveness:  Ability to design and implement basic processes, knowing when to seek guidance from more experienced team members.

• Process and Service Skill:  Understands basic service-related processes and basic engineering and seeks guidance from others as needed.

• Organizational Agility:  Aware of the culture of matrixed organizations, accomplishing activities through formal channels, working well with their manager and peers.

• Influencing Others:  Directly influences others by appealing to reason, data, or the interest of others. Adept at making basic arguments when presenting own position.  

• Talent Management:  Provides tasks for the purpose of developing others and suggests development plans.  

• Dealing with Ambiguity:  Copes with change, adjusting when necessary, demonstrating risk tolerance in uncertain situations.

• Building Effective Teams:  Organizes people into basic teams, acknowledging team successes, while promoting value of team cohesiveness.

REQUIRED EDUCATION & EXPERIENCE:

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

• New grad to 3 years of experience

• Intermediate Microsoft Office proficiency, including Project, Excel, and Word.

• Intermediate knowledge of statistics and statistical analysis.

• Fundamental understanding of networking and information technology.

PREFERRED EDUCATION & EXPERIENCE:

• Education or experience in Service Engineering, Field Service, Systems Engineering, Automation, Mechanical Engineering, Chemistry, Cytology and Molecular Biology

• Advanced degree in related field.

• Experience working and traveling in a global role.

• Working in an FDA/ISO-regulated environment.

• SAP, ServiceMax and Salesforce CRM platforms.

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.

Why Join Us?

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.  

To learn more about BD visit https://bd.com/careers

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. 

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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