National Systems Specialist

National Systems Specialist

BD (Tissuemed Ltd)

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.

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. The 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 focuses primarily on the BDBactec™ 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.

• 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.
• Coaches, mentors, and develop 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, execution of training and new service programs, and technical solving improvements.
• Performs Field Service Engineer duties to support customers where vital.
• Communicates and collaborates 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.
• Provides 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.

• 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 3 years required.
• Willing to travel up to 60%.

• Bachelor of Science in Engineering, Mathematics, Physics or related biology field.
• Background in delivering technical training or in education.
• Computer hardware,…