System Support Engineer Lab Automation

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.

The System Support Engineer (SSE) is a member of the Water Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support Waters products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base.

The team is responsible for providing customer support service for diagnostic automated Kiestra equipment produced and sold by Advanced Diagnostic Solutions. The SSE will have great interpersonal skills, organization/prioritization skills and a passion for providing superior service. Our SSE's must have the ability to multi-task and be adaptable to changing business environment(s). Excellent written and verbal communication skills will be key in this role.

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
• Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
• Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• Contributes to the team goals and objectives through active participation.
• Promotes Professional Services Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
• Troubleshoots hardware and software issues.
• Upgrades systems to enable compatible software on all computers.

• Bachelor's Degree, preferably in Electronics/Computers Engineering, or equivalent experience.
• Working knowledge of electronics and electro-mechanical devices, PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
• Experience applying scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Experienced in customer service skills including technical writing and the…