Global Service Engineer

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.

We are the makers of possible

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.

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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Job Description

Summary:

The Global Service Engineer has the primary responsibility to support global service escalations. Works with the Global Field Service Organizations and support functions such as R&D, Manufacturing Engineering, Quality, Sustaining Engineering, and others to restore the operation of our customer’s instruments in the shortest time possible. Prepares all service documentation including items such as service manuals, technical bulletins, field change notifications, theory of operation, troubleshooting guides, upgrade instructions, and parts lists.

Identifies procedures and creates tools to facilitate effective troubleshooting and repair of products by field engineers. Monitors service and reliability data from the field as well as management reports and repair center feedback. Develops programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer downtime. Creates and delivers product training programs to field service engineers, affiliates, and regional product support associates.

Train domestic and affiliate field operatives with assistance from other departments as required. Supports the development of new products. Assists in the development of product specifications to ensure reasonable reliability and serviceability. Recommends product service strategies based on the evaluation of technical and business issues. Follows design development to gain product information, evaluate product designs, recommend improvements, and develop projections on reliability and frequency of maintenance.

Installs and services new products during product trials. Prepares and reviews technical service information. Supports regional support engineers via telephone or on-site to resolve non-routine technical problems. Attends reliability meetings and ECN reviews to provide service-based input into product change decisions. Serves as liaison between customer service and research, engineering,…