System Support Specialist, Microbiology

System Support Specialist, Microbiology – BD

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.

• Respond to and assist with escalation resolution on BD Life Sciences Microbiology product lines, including subject‑matter expert reviews of databases and log files, providing details for complaint closure, best practices, current challenges and customer responses.
• Provide Tier III level support for the service organization by leading initial and refresher product trainings on theory of operation, maintenance, and troubleshooting for the respective product lines.
• Conduct call quality monitoring and provide details on tactical associate coaching with targeted improvements for issue resolution.
• Facilitate cross‑functional listening sessions to provide technical and soft‑skills feedback on recorded calls for targeted technical and process improvements.
• Implement and drive adoption of remote tools and troubleshooting guidance to assist the phone support teams, compiling analytical feedback on utilization and success for associate engagement and experience.
• Collaborate cross‑departmentally with PMO, R&D, Global Service counterparts, and Marketing to prepare for new product releases and resolve platform issues.
• Actively engage with Global team counterparts on Core teams and FIN teams as necessary.
• Monitor product health and metrics within our quality systems and report statuses of product metrics and issues to service management.
• Conduct technical reviews on product and service‑related documentation with Global Service counterpart collaboration.
• Collaborate with global DS contact center teams to share knowledge and best practices for product support.
• Provide technical phone support coverage to maintain service level as needed.
• Promote lead generation opportunities and strategies for the phone support teams where applicable.
• Participate in field visits for escalated accounts as needed.
• Other responsibilities assigned as needed.

• Associate degree – Technical / STEM.
• 7–10 years of experience in engineering, applications, or system design.
• Experience using analytical and problem‑solving skills, particularly in the technical troubleshooting and support of medical systems.
• Strong understanding of electronic theory: high level of understanding of analog and digital electronics and the ability to apply system concepts in troubleshooting.
• Strong understanding of mechanical theory: basic and advanced concepts of engineering mechanics.
• Experience 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.

• Bachelor of Science in Engineering, Mathematics, Physics or a related biology field.
• Background in delivering technical training or in education.
• Minimum of 5 years of experience with a technical support center.
• Strong data analytics skills, including the ability to interpret service metrics and identify trends to drive continuous improvement.

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…