Job Description Summary

Are you ready to make a difference and leave a mark in the world of Life Sciences? We're looking for a dynamic individual to join our US Life Sciences Service Operations Team as a National System Specialist (NSS). This role is more than just a job - it's an opportunity to shape the future of our IDS business unit and enhance customer experience across North America.
In this role you will work closely with our core-IDS business segments, focusing on our Molecular product line and the BD COR™ System. The BD COR™ System revolutionizes women's health and infectious disease diagnostics, addressing critical clinical gaps with cutting-edge automation.

Your role will be pivotal in maintaining high levels of customer satisfaction and ensuring the ongoing success of our products. You'll have the chance to flex your Program Management skills and work cross-functionally with diverse teams, including Field Service Engineers, Applications Specialists, Sales/Marketing, Quality and Regulatory, Supply-Chain, Service Engineering, and Senior Leadership.

• May lead resolution of US Regional technical escalations and interfaces regularly with the Global Product Technical Support Team to coordinate response and plan of action development. Participates on Regional/Worldwide escalation team(s) as needed.
• Supports Service associates within assigned worldwide region via telephone or on-site to resolve non-routine technical problems. May travel 40% - 60%, or greater, of the time.
• May be assigned to difficult customer situations where expert level technical experience and customer management skills are required to regain customer satisfaction and/or credibility.
• Coaches, mentors, trains, and develops experienced engineers to ensure they are adhering to processes and meeting expected and prescribed performance and service delivery standards.
• Participates in training and service-related documentation improvement process.
• Provides formal and informal training to experienced Field Service Engineers on advanced concepts used to determine instrument set-up and instrument performance optimization.
• Monitors operational performance metrics of their assigned product lines and collaborates with key stakeholders and other functional groups in developing service delivery improvement plans.
• Collaborates with service district managers to establish and implement standard service delivery processes, methods, and techniques that reduce variability in the service delivery process, costs, and execution.
• Successfully completes project assignments under management direction that are significant to improving service efficiencies, reducing service delivery variability, improving design, the execution of new service programs and technical troubleshooting improvements.
• Where necessary performs Field Service Engineer duties to support customers.
• Routinely communicates and collaborates as appropriate with peers, District Specialists, management, Sales and internal associates on activities, critical situations, and business opportunities.
• Participates on new product launch teams and provides expertise in product layout, component accessibility, serviceability and failure analysis. May develop and tests troubleshooting procedures in conjunction with engineering and Product Technical Support during regional new product launches.
• Adheres to BD Biosciences Environmental, Health and Safety (EH&S) policies and procedures for general laboratory safety and takes protective measures while in BSL3 laboratories and adheres to special policies regarding BSL4 biohazard environments. May provide recommendations on maintaining the safety of the work environment.
• Performs other related duties and assignments as required.

• Effective analytical and problem-solving skills.
• Demonstrates effective communication, and interpersonal skills,
• Effective written and oral communication skills
• Electronic Theory and Troubleshooting High level of understanding of analog and digital electronics and the ability to apply system concepts in troubleshooting.
• Experienced in troubleshooting complex problems to specific modules, circuits and components while providing solutions and guidance in collaboration with local FSE
• Mechanical troubleshooting skills.
• Fluid Theory and Troubleshooting. Understands the basic theory and physics of fluid flow.
• Computer Hardware and Software. Diagnoses operating system problems using utilities and both BD and non-BD applications. May troubleshoot printer and networking problems within a network system as needed.
• IDS- Molecular experience strongly preferred.
• May travel 40% - 60%, or greater, of the time.

• Requires a Bachelor of Science in Engineering, Mathematics, Physics, or related biology fields with 7-10 years of experience in field engineering, field application or system design with a demonstrated record of troubleshooting very complex system problems, technical writing and customer management or equivalent combination of experience and education.