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.
Position Overview:
The National Service Systems Specialist (NSS) serves as a subject matter expert within the US DS Technical Services team, managing a defined set of product lines. With a customer-first mindset, this role is responsible for delivering advanced system-level support for complex hardware, software, environmental, and biological issues. The NSS supports service associates and customers to ensure high-quality ongoing post-sales support for products under accountability. The position will focus primarily on the BD BactecTM FXI platform in our Microbiology space.
The NSS also provides remote and on-site technical troubleshooting and critical issue support across the US region; while also ensuring coaching and mentoring is offered to Service associates. They play a key role in supporting new product introductions and driving continuous improvement initiatives to ensure consistent service delivery and customer satisfaction. This position supervises product performance and service metrics to reduce service costs, improve system uptime, and enhance support strategies. The NSS collaborates across the US Technical Services organization and with global service teams, marketing, sales, quality, and engineering. They also contribute to the development and rollout of technical communications and service documentation to improve associatereadiness and the overall customer experience.
The ideal candidate will have a demonstrated record of solving sophisticated system problems. They will have strong written, interpersonal, and oral communication skills to resolve sophisticated issues with actionable concepts easy for other associates and customers to understand.
Key Responsibilities:
Lead resolution of US Regional technical issues including expert level review of databases and log files, providing details for complaint closure, standard processes, current challenges and customer responses. Collaborate multi-functionally to coordinate response and plan of action development. Participate in Regional and global escalation team(s) as needed.
Coaches, mentors, and develops service team associates via remote and on-site support to ensure they are adhering to processes and meeting expected and prescribed performance and service delivery standards.
Supervises operational performance metrics of assigned product lines and works cross-departmentally to develop service delivery improvement plans.
Successfully completes project assignments that are significant to improving service efficiencies, reducing service delivery variability, improving design, the execution of training and new service programs, and technical solving improvements.
Performs Field Service Engineer duties to support customers where vital
Communicate and collaborate regularly with internal partners, including peers, District Specialists, service teams, management, and Sales, to share critical updates, address issues, and identify business opportunities that reduce variability in service delivery process, costs and execution.
Participates in new product launch teams and provides experienced guidance on product layout, component accessibility, serviceability and failure analysis. May develop and test troubleshooting procedures in conjunction with engineering during regional new product launches.
Provide Tier III level support for the service organization as needed by leading certified product training (initial and refresher) on theory of operation, maintenance, and troubleshooting for the respective product lines.
May travel 40% - 60%, or greater at times and may require some weekend support
Minimum Requirements:
Associate degree in Engineering/Electronics/Computers/ Biological Sciences
7-10 years of experience in engineering, applications, or system design.
Experience using analytical and problem-solving skills, particularly in technical troubleshooting and support of medical systems.
Well versed in Electronic Theory: High level of understanding of analog and digital electronics and the ability to apply system concepts in troubleshooting.
Well versed in Mechanical Theory: Understands the basic theory and advanced concepts of engineering mechanics
Experienced solving problems to specific modules, circuits and components
Experience providing solutions and guidance in collaboration with service associates
Strong demonstrated experience with LIS, SQL, and solving hardware and engineering issues with medical devices and equipment
Current valid driver’s license and a good driving record over the last 3yrs required
Willing to travel up to 60%
Preferred:
Bachelor of Science in Engineering, Mathematics, Physics or related biology field
Background in delivering technical training or in education
Computer hardware, networking, and informatics experience
Strong data analytics skills including the ability to interpret service metrics and identify trends to drive continuous improvement
Physical Requirements:
Ability to lift 30 to 40 lb. objects from the floor to chest level
Ability to turn manual sockets, crescent wrenches, and screw drivers repeatedly over the course of an 8-to-10-hour day
Ability to sit, kneel, squat, bend, and stand repeatedly in an 8–10-hour period to assemble and repair instrument suites
Ability to push and pull objects weighing up to 70 lbs
Ability to perform fine motor tasks while reaching over the course of an 8–10-hour day
Ability to drive distances of up to 6 hours, and in adverse weather conditions
Able to climb portable ladders and step stools
May be required to wear a respirator while servicing equipment, thus must be able to pass a fit test and annual spirometry.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
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 Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
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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
$79,600.00 - $131,300.00 USD Annual