BD (Becton, Dickinson and Company) Product Support Engineer Cato/IV Prep (f/m/d) in Kelberg, Germany
Job Description Summary
The Product Support Engineering (PSE) role for BD’s Pyxis Medication Management Solutions will be responsible for responding to tier-2 and tier-3 technical support escalation inquiries or issues with the goal of improving efficiency to resolution. Performing failure investigations, assistance with root-cause analysis over product or technical related issues, Risk Analysis reports, publishing Knowledge management articles and representing the GCS Customer Support team in product core team meetings as the voice of the customer experience surrounding product new releases will be required of this role. The Product Support Engineer position will act as the responsible party for troubleshooting escalated open tickets and work in collaboration with multiple engineering and testing teams within the organization as well as with customer service personnel in order to analyze and gather all pertinent information to resolution, thus maintaining maximum customer satisfaction. The PSE role will be bridging our support teams in the USA and Europe and therefore needs to work during US business hours.
About the Role
This role requires knowledge of multiple troubleshooting techniques that involve the analysis of complex data, advanced knowledge of information technology environments and concepts, development and use of software utilities, in addition to communicating timely, accurate and concise feedback on issues internally and externally. The Product Support Engineer will recommend solutions to issues based on experience and collected data as well as customer expectations. The Product Support Engineer works as an independent individual contributor who is customer focused, continuously learning and improving, persistent in issue resolution, executes ownership and communicates effectively to customers and key stakeholders.
Primary role responsibilities:
Demonstrate the ability to quickly analyze, replicate, drive and resolve complex product related issues.
Effectively work cross-functionally and cross-continental (Europe and USA) with other teams to resolve escalated issues.
Offer technical guidance and advisement to Technical Support Specialists.
Demonstrate high level of interpersonal and communication skills.
Communicate with both the customer and business owners to achieve the expected outcomes.
Demonstrate a strong sense of urgency and ability to perform under pressure.
Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
Able to succinctly convey complex technical concepts to non-technical personnel to assure full understanding of issues, troubleshooting and resolution of open tickets
Use your technical knowledge along with customer service skills as the Subject Matter Expert
Subject Matter Expert for products/product versions to answer complex partner/customer questions, issues and escalations with accuracy and responsiveness
Work on a time-schedule aligned with the US business hours, preferably Monday to Friday between 1:00 pm and 9:00 pm.
Bachelor's degree from an accredited college in a related discipline, or equivalent experience / combined education, with 3 years or more of professional experience
3 years or more experience in a Technical Support Role
Experience with database design, development, support, or administration
Experience using Microsoft SQL Server tools and technologies
Advanced knowledge of current state version of Microsoft SQL Server administration and SQL Server Reporting Services
Advanced knowledge of Microsoft Windows Server 2003, 2008 and 2012 (Installation, configuration and troubleshooting)
Familiarity with Windows workstation troubleshooting
Experience with Microsoft SQL Server performance tuning, familiarity with SQL execution plans, database indexing and ETL
Advanced knowledge of Windows Active Directory, Windows Security and Installation and configuration of IIS
Familiarity with Virtualization technologies (VMWare, Hyper-V)
Advanced knowledge of Networking concepts and troubleshooting methods
Experience with installation of application software within a Windows Operating environment (Windows services)
Familiarity with HL7 language is a plus
Familiarity with troubleshooting computer hardware or peripheral issues (CPUs, scanners, printers, etc.)
Collaboration in a highly motivated global environment. A familiar work climate in an innovative environment where your input counts. A safe workplace with long-term perspectives. We endeavor a long-term collaboration – hence corporate career planning throughout diverse phases of life conveys a high importance and value for us.
Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: http://emea.jobs.bd.com
Primary Work Location
AUT Vienna - Handelskai
DEU Kelberg - Rowastrasse
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.