System Automation Specialist - COR

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service.

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
• Provide remote diagnostics for innovative automated laboratory systems and instrumentation.
• Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within the quality complaint system.
• Conduct comprehensive, data‑driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision‑making processes.
• Collaborate with regional and global service teams to share knowledge and best practices for product support.
• Participate in Regional escalation team(s) as needed.
• Coordinate cross‑departmentally (e.g., Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel) to assure timely follow‑up and resolution of all technical inquiries and product issues.
• Support the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on‑call coverage.
• Promote and ensure a culture of privacy and security related to PHI and HIPAA.
• Actively support areas of empowerment and continuously improve the team processes to create a more efficient work environment.
• Upgrade systems to enable compatible software on all computers.

• Bachelor’s Degree in a S.T.E.M related field.
• Solid understanding of electronics and electro‑mechanical devices (Mechatronics), PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management.
• Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages).
• Customer service experience, ability to manage complex technical conversations via telephone.
• Technical writing experience.
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
• Proficient PC skills (Microsoft Office package).
• Proficient in performing software installations and upgrades.
• Knowledge of basic security concepts and best practices.
• Experience working with computer networks and systems maintenance.

• Bachelor’s Degree, in an engineering discipline.
• 1 to 4 years of recent service experience in the troubleshooting and repair of complex electro‑mechanical systems.
• Experience servicing medical devices and equipment.
• Experience servicing robotics systems.
• Bilingual – English speaking plus additional foreign language.

Primary

Work Location:

USA MD – Sparks – 39 Loveton Circle.

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.