System Support Engineer

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. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics.

Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose 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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

This is a field support role that is fully remote, providing phone-based support across North America, including both the United States and Canada. The ideal candidate will reside on the West Coast or be willing to work Pacific Time Zone hours. Travel is required only for training purposes. Standard working hours are 8:00 AM to 5:00 PM PST, supporting the North American customer base.

The System Support Engineer Level I (SSE I) is part of the Bioscience North American Technical Support Center Of Excellence, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and remote troubleshooting for internal and external customers. This position serves as a front line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of automated flow cytometry instrumentation.

• Respond to customer inquiries for technical assistance by telephone, chat and troubleshoots instrument issues of basic to moderate complexity with limited assistance.
• Document all customer interactions in a complete and accurate manner through the service management system.
• Closely follow up on ongoing service interactions with customers.
• Interface and work closely with advanced support specialists and other departments as required
• Place part orders as required.
• Participate in an on-call planning in line with support hours.
• Leverage additional tools to resolve issues such as merged reality and remote system access.
• Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations.
• Manages a high degree of customer satisfaction by instilling confidence in Bioscience products and services.
• Maintains a professional image at all times through behavior, and all verbal & written communications.
• Performs other related duties and assignments as required.

• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
• Lab experienced in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred.
• Associate degree, required preferably in…