System Support Engineer I
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Job Description
Remote support engineer troubleshooting automated flow cytometry instruments for BD Bioscience customers. Providing phone-based technical assistance across North America and documenting service interactions.
Responsibilities:
- Respond to customer inquiries for technical assistance by telephone and chat
- Troubleshoot basic- to moderate-complexity instrument issues with limited assistance
- Document all customer interactions accurately in the service management system
- Follow up closely on ongoing service interactions
- Interface with advanced support specialists and other departments
- Place parts orders as required
- Participate in on-call planning aligned with support hours
- Use tools such as merged reality and remote system access to resolve issues
- Promote and ensure privacy and security related to PHI according to HIPAA and GDPR
- Maintain a high degree of customer satisfaction and confidence in Bioscience products and services
- Maintain a professional image in behavior and verbal and written communications
- Perform other related duties and assignments as required
Requirements:
- Basic level of experience using, troubleshooting, and repairing relevant equipment, including medical devices and electronic systems
- Lab experience in flow cytometry, immunology, immuno-oncology, molecular and cellular biology, or a related biologic field highly preferred
- Associate degree, preferably in Electronics, Computers, or Biomedical Engineering
- Effective communication and customer service skills
- Technical writing and typing skills
- Ability to manage complex technical conversations via telephone, chat, and email
- Basic working knowledge of electronics and electro-mechanical devices
- Proficient PC skills, including Microsoft Office and general applications
- Working knowledge and experience of networking setup and troubleshooting
- Effective interpersonal, organization, and prioritization skills
- Ability to multitask and adapt to a changing business environment
- Ability to work as part of a team with moderate supervision
- Strong customer- and solution-oriented focus
- Willingness to work Pacific Time Zone hours
- Ability to support customers across North America, including the United States and Canada
Benefits:
- Comprehensive Total Rewards program
- Reward and recognition opportunities
- Competitive compensation and benefits programs
- Workplace accommodations considered pursuant to applicable law
- Training travel provided/required
- Learning, growth, and development opportunities
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