System Support Specialist, Microbiology

System Support Specialist, Microbiology – BD Nogales Norte

Join to apply for the System Support Specialist, Microbiology role at BD Nogales Norte
. 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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

The System Support Specialist (SSS), Microbiology is responsible for managing a subset of product lines within Technical Service and Support. The SSS will assist with new product implementations and technology/knowledge transfers from R&D, Manufacturing, and Quality to all functional areas of the US Service Organization. The SSS represents the Service Organization as a subject matter expert on development teams and implementing business plans for the respective product lines and are expected to provide details to key training gaps with ownership to ensure knowledge transfer processes are completed before launch of new assays/products.

In addition, this position is responsible for monitoring product performance and metrics to drive the reduction of service cost, promote system uptime, and improve customer support strategies.

• Respond to and assist with escalation resolution on BD Life Sciences Microbiology product lines. This includes subject matter expert level review 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 further 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 with issue resolution while 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
• Willing to provide technical phone support coverage to maintain service level as needed
• Promote lead generation opportunities and strategies for the phone support teams where applicable
• Willing to 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.
• 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

• Bachelor of Science in…