Remote Upgrade Specialist (Field Base)

Job Description Summary

The BD Technology & Engineering team is responsible for providing technical system recommendations/requirements to BD's customers and working with the customers to deploy these servers and software in preparation for the local project team. Remote Upgrade Specialists are assigned to remotely upgrade medical device software in waves, or groups of devices, during their scheduled shifts. They also perform system health checks, device preparation, and troubleshooting. The Remote Upgrade Specialists collaborate with the project team, customer, support center, readiness team, and development as needed.

Duration of Employment: This position has a three year duration, with an anticipated end date of June 30, 2028. If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

• Assist MMS with Field Action execution, including customer notifications, obtaining customer acknowledgment forms, and follow-ups with customers to answer questions.
• Ensure all role related project records are accurate and up to date
• Ensuring compliance with all relevant BD policies, procedures, and applicable regulatory requirements
• Supports BD product teams to ensure the successful completion of their remediation projects
• Builds effective working relationships across functions and locations
• Maintains a solid focus on delivering high quality work; holds self to high quality standards
• Demonstrates adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently
• Demonstrates awareness of one's own emotions and impact on others and works to adjust accordingly and maintain composure; self-awareness
• Follows procedures and processes in an FDA regulated environment
• May assist in developing processes and procedures to support functional department strategies
• Recognizes unnecessary workflow steps and identifies alignments among processes to improve productivity; eliminates non-value-added tasks; self-starter who is curious
• Communicates effectively with customers; builds rapport and listens to needs and takes action to meet customer needs
• Maintains reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up
• Seeks out initiatives and projects that will broaden experiences / skills and support critical organization capabilities
• Develops and updates process documentation
• May assist to train peers

• Participate in conference calls with internal customers to facilitate documentation, training, and peer support
• Establish rapport with customers (internal & external) that is conducive to a long-term business relationship
• Provide team support and in-depth product information on BD products as assigned by manager
• Must be able to share expertise, gain consensus within teams and deliver concise and consistent communication
• Provide product feedback, technical insight, and customer requirements to internal team members
• Effectively communicates the vision and business need for change to others and maintains a positive perspective

• Communicates health check results and technical requirements to internal team and customers.
• Must be detail oriented, and demonstrate the ability to multitask consistent with established company and customer objectives
• Provide peer support and demonstrate the ability to understand cause and effect when analyzing a process, situation, or issue
• Demonstrate problem solving, solve, and system consultation related to BD products, standard process considerations and standardization
• Remotely deploy software packages using BD approved tools and guides.
• Collaborate with customers and internal project team on confirming specifications/requirements

• Provide input to product documentation
• Participate in specialized projects and teams
• Work independently
• Align with all BD Technology and Engineering Policies and Procedures
• Timely completion of project documentation
• Monitor and supply updates on raised critical issues
• Possess solid organizational skills with the flexibility to readily adapt to change
• Recognize unnecessary workflow steps and identify processes that can be improved to increase productivity
• Participate in multi-functional teams with the purpose of improving process, workflow, and service

• Computer Science, Technology or Healthcare work experience
• 2-3 years proven applied experience
• Goal and action oriented
• Read, write, speak English language; English proficient
• Deep technical orientation and experience deploying proprietary and standard applications
• Strong analytical skills to troubleshoot problems using logical/analytical methods
• Application/software packaging and deployment; desktop and system support services
• Understanding and experience of various Windows operating systems, Active Directory, domain security, 3/4/5), Bomgar (Beyond Trust), and SecureLink.
• Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access, and SQL scripting

• Position requires flexible working hours, often after normal daytime business hours, including nights and weekends. Ability to work independently from a home office.