Hardware System Support Specialist

Be part of something bigger at BD. Here, you’ll help us share our innovative solutions with more clinics, physicians, pharmacies and medical entities which will in turn benefit the health and well-being of people and patients all over the nation. It’s an exciting, challenging and rewarding role, but you’ll be working from a place of strength thanks to our trusted name, and the belief in our products that you’ll quickly develop. Here, you’ll be channeling all your sales skills and experience into one singular goal: advancing the world of health™. At BD, you can make a true difference of one.

In your role as a Hardware System Support Specialist you are part of the Service Engineering Team, within the Global Technical Services organization, supporting the BD Kiestra Lab Automation platform. Currently the team consists of ±15 specialists from various disciplines, with the responsibility to support the Lab Automation Platform and its Service organizations globally.

THE ROLE

The key focus areas for the Hardware System Support Specialist are as follows:

• Primary focus on hardware (both electronical & mechanical engineering) related sustaining engineering activities with the goal to drive continuous improvement, instrument reliability, service costs and customer satisfaction.
• Serves as the technical subject matter expert (SME) for assigned Lab Automation diagnostic system instruments and software, ensuring design for serviceability, regional field service readiness and product life cycle management to meet all functional and business objectives.

• You will be responsible for escalated assistance of complex instrument repairs, monitoring product health metrics and representing the voice of service during the new product development process.
• You are part of broader cross-functional team within the organization and provides leadership to the extended regional field service team located around the world with a focus on enhancing the customer experience.

DUTIES & RESPONSIBILITIES:

The general nature and level of work being performed by the associate assigned to this job is listed below and is not intended to be an exhaustive list:

• You will work with R&D, and the Education department to develop technical service documentation necessary to perform product installation, repair, troubleshooting and maintenance.
• You demonstrate sound project management capabilities, with limited scope, to design, implement, and optimize service support strategies, for new product launches and field upgrades throughout the world.
• You work under minimal guidance to identify and manage the key deliverables for service, preferably leads projects representing the Service function.
• You shows leadership in coordinating activities among cross functional team members.
• You act as a liaison between Service and other functions to determine root cause if a product performance issue occurs and provides timely feedback for product improvements.
• You will tracks service related product health metrics for instruments placed globally and makes appropriate recommendations for continuous improvement and operational efficiencies.
• You prepare and deliver formal written reports, documents and presentations to communicate with a wide-range of audiences, including product platform leadership and regional field service team members.
• You participate and drive the development of service spare parts and tools, which aid in field service repairs and meet worldwide needs.
• You contribute subject matter expertise to support the Education department to create comprehensive training programs on supported products to enhance regional service delivery.
• You develop, implements and maintain overall Customer Support Strategy (CSS) for new and existing products based upon global service capabilities and commercial team initiatives.
• You have the ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demands.
• You maintain and enhances the departmental standards of performance and promotes a safe working environment throughout the organization.

KNOWLEDGE & SKILLS:

• Self-motivated and action oriented team player with good communication and interpersonal skills; able to navigate in a matrix organization and work with global team members.
• Excellent technical problem solving skills of varying complexity.

REQUIRED EDUCATION & EXPERIENCE:

• Bachelor’s degree in Mechanical, Electrical, Biomedical or Systems Engineering or related education or equivalent work experience.
• Typically requires 3+ years of previous experience in a customer facing hardware original equipment manufacturer (OEM), preferably working with medical devices or complex medical instrumentation, working in: Service Engineering, Technical Field Service, Technical Support, Applications, Quality, Manufacturing or R&D.
• Project Management experience.
• Experience working and traveling in a global role, can travel domestically or internationally up to 15% of the time.

PREFERRED EDUCATION & EXPERIENCE:

• Experience working in an FDA/ISO-regulated environment.
• Education or experience in biology, chemistry or demonstrated ability to understand system application preferred.
• Experience with leveraging  SAP, CAD software, ServiceMax and Salesforce CRM platforms.
• Basic knowledge of medical device hardware.