Job Description Summary

BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems and reagents. The Company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD employs a people in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry and the general public. For more information, please visit www.bd.com.

• 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.
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• 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
• Attention to detail, superior interpersonal skills and good problem-solving skills
• Troubleshooting hardware and software issues.
• Upgrading systems to enable compatible software on all computers.

• Experience working with computer networks and systems maintenance.
• A+, Microsoft or Cisco accreditation advantageous.
• Excellent written and verbal communication skills.
• Proficient doing software installations and upgrades.
• Knowledge of basic security concepts and best practices.

• Four years of recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.
• Experience servicing medical devices and equipment required.
• Experience servicing robotics systems required.
• Experience with Kiestra equipment; highly preferred.
• Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
• Experience with PC assembly, upgrades and repairs is highly desirable.
• 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).
• English speaking plus additional foreign language preferred

• Bachelor's Degree, preferably in Electronics/Computers Engineering required, or equivalent experience.