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.
In this role, you’ll keep a pulse on key metrics such as first-time fix, parts consumption, PM effectiveness. This highly visible position offers a unique opportunity to enhance BD Life Sciences’ customer experience and contribute to our regional business success.

The National Field Service Systems Specialist (NSS) reports to the National Product Technical Support Manager and provides solutions to very complex hardware, software, environmental, and biological related problems. This position will support a wide range of instrument complexity.

As part of a growing team responsible for providing Tier II escalation support to the US region, the NSS will provide both remote and on-site technical troubleshooting as well as comprehensive plans of action with follow up. The NSS will use their expertise to provide inputs into the New Product Integration program as well as other Continuous Improvement projects. The NSS will also participate in knowledge transfer via Tier III training delivery, coaching, and mentoring.

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 transformative 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. 

This role will primarily be supporting the Molecular product line with a strong emphasis on BD COR.

Responsibilities:

• 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.

Qualifications:

• 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.

EDUCATION AND EXPERIENCE

• 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.

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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Primary Work Location

USA MD - Sparks - 39 Loveton Circle

Additional Locations

USA AZ - Tempe Headquarters, USA UT - Salt Lake City BAS

Work Shift

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.

Salary Range Information

$78,000.00 - $128,700.00 USD Annual