Specialist, Product Technical Support

Job Description Summary

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. 

Join our team and make an impact by supporting BD’s Advanced Patient Monitoring (APM) product portfolio. As a Specialist, Product Technical Support, you will play a key role in diagnosing and resolving complex product issues in critical care settings while serving as a trusted resource for healthcare professionals and global affiliates. Leveraging your clinical knowledge and technical expertise, you will ensure optimal product performance, guide customers through system integrations, and deliver exceptional service. If you thrive in a fast-paced environment and are passionate about improving patient outcomes through innovative monitoring solutions, this is the opportunity for you.

This remote based position must be within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones to ensure effective collaboration with cross-functional teams.

Key Responsibilities:

• Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
• Diagnose and intake  complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
• Advise internal stakeholders (e.g., Sales Representatives) and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
• Accurately document detailed call intake information in the JDE Enterprise Resource System.
• Follow up with customers to obtain additional information or confirm product receipt for service.
• Collaborate with internal departments (e.g., R&D, Operations, Service, Quality) to resolve customer issues and assist in investigations.
• Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
• Generate appropriate transactions (e.g., equipment replacements, loaners, purchase orders, install base updates) within the JDE Enterprise Resource System.
• Provide and coordinate return shipment information to customers.
• Other duties as assigned.

Education and Experience required:

• High school degree required.
• 3+ years experience in a hospital or medical setting such as RN and/or an anesthesia technician with Experience in ICU (Intensive Care Units), CCU (Critical Care Unit), and/or OR (Operating Room).
• Bedside experience with APM products

Knowledge and Skills required:

• Proven proficiency with Microsoft Office Suite including Word, PowerPoint, Access, Excel, Outlook and Teams.
• Working knowledge of APM policies, procedures, and guidelines related to technical products.
• Solid understanding of product usage and clinical environments in critical care settings.
• Strong written and verbal communication skills with the ability to build effective interpersonal relationships and interact effectively across all organizational levels.
• Excellent problem-solving, organizational, analytical, and critical thinking abilities, with strong attention to detail and accuracy in all tasks.
• Moderate knowledge of electronic medical systems (EMR), and familiarity with how products are applied in clinical practice.
• Skilled at managing competing priorities in a fast-paced environment.
• Collaborative team player with experience working on cross-functional projects.
• Proven ability to build and maintain productive internal and external working relationships.
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Preferred qualifications:

• Associate or bachelor’s degree in a healthcare related field with good knowledge of the medical device industry.
• Bilingual Spanish preferred (read, write and speak).

Work environment:

• Must be able to travel for one (1) week or more as needed to attend APM product and clinical trainings within the first six (6) months of employment and periodically thereafter as needed, in Irvine California (or other location as defined).
• Must demonstrate flexibility to work rotational schedules every 5-weeks.

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.

Required Skills

Optional Skills

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Primary Work Location

USA CA - Irvine Laguna Canyon

Additional Locations

Work Shift

NA (United States of America)

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

$70,200.00 - $115,800.00 USD Annual