BD (Becton, Dickinson and Company) System Support Specialist (Interoperability) in Sparks, Maryland

Job Description Summary

Job Description

SUMMARY

The BD Life Sciences, Diagnostics Systems business is seeking an Informatics System Support Specialist (SSS) to join our team of talented and diverse individuals. The qualified individual will become part of the Global Technical Services (GTS) organization located in Sparks, MD and will support the Informatics platform.

Reporting to the WH&C and Informatics Global Product Support Manager, the Informatics SSS:

  • Serves as the technical subject matter expert (SME) for assigned Informatics 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.

  • Is responsible for escalated assistance of complex instrument and software repairs, monitoring product health metrics and representing the voice of service during the new product development process.

  • Is part of broader cross-functional teams 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.

RESPONSIBILITIES :

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

  • As the technical subject matter expert provides Level III technical support within the extended Service Team around the world, during product installation, troubleshooting and maintenance; as necessary.

  • Acts as liaison between Service and other functions to determine root cause issues and provides feedback on product design and performance to drive product improvements.

  • Provides technical input to the development and maintenance of training programs and documentation for supported products and drives regional self-sufficiency.

  • Prepares formal written reports/documents/presentations to communicate with a wide-range of audiences, including senior leadership, external stakeholders and global field service team members.

  • Represents GTS on new/sustaining product development teams and drives to improve reliability, serviceability, and to reduce service costs and improve customer satisfaction.

  • Develops, implements and maintains customer support strategy for new and existing products based upon global service capabilities and marketing and sales initiatives.

  • Tracks GTS related product health metrics for instruments and makes appropriate recommendations for continuous improvement and operational efficiencies.

  • Manages and prioritizes tasks to flex to the demand to meet deliverables on assigned projects.

  • Maintains and enhances the departmental standards of performance and promotes a safe working environment throughout the organization.

REQUIRED QUALIFICATIONS:

  • Bachelor's Degree required

  • 3+ years of previous experience with hardware and software systems integration, preferably with medical devices or complex medical instrumentation in a Health Information Technology (HIT) role

  • 3+ years of fundamental aptitude of network topology and a general understanding of the network interactions between routers, switches, and firewalls

  • 3+ years of required knowledge or previous work experience in microbiology laboratory or hospital workflow, i.e. – Laboratory Information System (LIS) interfaces, specifically with ASTM and HL7 or other legacy systems are preferred

  • Candidate is able to travel domestically or internationally up to 20% of the time

PREFERRED QUALIFICATIONS:

  • MCP

  • Network+ Certification

  • Prior experience in field service, customer-facing organization, specifically dealing with medical instrumentation

  • Experience with Remote Connectivity tools like Bomgar

  • 5+ years of previous experience with hardware and software systems integration, preferably with medical devices or complex medical instrumentation in a Health Information Technology (HIT) role

  • Provides Tier 3 technical support and training on BD EpiCenter Data Management System worldwide

  • Self-motivated and action oriented team player with good communication and interpersonal skills

  • Must be able to navigate in matrix organization and work with global team members

  • Project management experience

  • Excellent technical and problem solving skills of varying complexity

  • Experience with SAP documentation processes

  • Experience data mining as it relates to remote connectivity to improve systems

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

Primary Work LocationUSA MD - Baltimore

Additional Locations

Work Shift

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