System Automation Specialist - COR

System Support Automation Specialist - COR

BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems and reagents. The Company is dedicated to improving people's health throughout the world. BD focuses on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD has associates in approximately 50 countries worldwide, serving healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry and the general public.

The System Support Automation Specialist is a member of the BD Technical Service and Support Organization, a dynamic and innovative department that provides high‑level technical advice, consultation, and troubleshooting for internal and external customers. This role supports BD’s Diagnostic Solutions lab automation equipment, primarily the Molecular product line with a strong emphasis on BD COR. The position offers an opportunity to apply scientific laboratory expertise to deliver solutions to customers while supporting BD products.

• 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 systems and instrumentation.
• Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within BD’s quality complaint system.
• Conduct comprehensive, data‑driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Actively participate in internal and external meetings and conference calls, providing subject‑matter expertise, sharing insights, and contributing to strategic discussions and decision‑making processes.
• Collaborate with regional and global service teams to share knowledge and best practices for product support. Participate in the Regional escalation team(s) as needed.
• Coordinate cross‑departmentally (Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel) to assure timely follow‑up and resolution of all technical inquiries and product issues.
• Support the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend, and holiday on‑call coverage.
• Promote and ensure a culture of privacy and security related to PHI and HIPAA.
• Actively support areas of empowerment and continuously improve team processes to create a more efficient work environment.
• Upgrade systems to enable compatible software on all computers.

• Good solid understanding of electronics and electro‑mechanical devices (Mechatronics), PLCs and pneumatics.
• Attention to detail, superior interpersonal skills and strong problem‑solving skills.
• Knowledge of PC/software/LIS/networking/database management is highly desired.
• Proficiency with modern data analysis methods and tools (SQL, Python, statistical analysis packages).
• Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Effective communication and customer service skills, including technical writing and the ability to manage complex technical conversations via telephone.
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
• Ability to multi‑task and adapt to changing business environments.
• Proficient PC skills (Microsoft Office package).
• Excellent written and verbal communication skills.
• Proficient in performing software installations and upgrades.
• Knowledge of basic security concepts and best practices.

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