System Support Engineer

Job Description Summary

Provide customer support service on the operation and repair of diagnostic instrumentation produced and sold by BD Diagnostic Solutions.

Service includes telephone technical support, on-site visits, if necessary, as well as training of other service personnel and repairs performed on instrumentation located at IDS facilities, as needed. Engineers will be expected to be committed to GMP, ISO, and Quality Standards.

Job Description

We are 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.

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.

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 combating 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.

Key Responsibilities Will Include

• Respond to customer telephone inquiries by providing diagnostic and other assistance on the basic, legacy, high call volume queue platforms supported and serviced by BD
• Provide follow-up service by calling customers who have recently had service interactions
• Maintain accurate records and documentation on service tickets
• Follow up on shipped parts that require a parts return (RMA)
• Complete service documentation as required
• Interface and work closely with advanced support specialists as required

About You

To be successful in this role, you require…

• The ability to multi-task and be adaptable to changing business environment(s).
• Must have effective communication and customer service skills

Education And Experience Required

• Associate's Degree or two years of technical or military training in electronics or experience in a similar field.

Preferred Education And Experience

• Bachelor's degree or an Associates Degree in Electronics/Computers/Biomedical Engineering (with Molecular/Micro emphasis)
• 3-4 years of service experience in the troubleshooting and repair of electronic systems
• Proficient PC skills (Microsoft Office package)
• Requires a good working knowledge of electronics and electro-mechanical devices
• Working knowledge and practical experience of basic test equipment, networking set up and troubleshooting
• Experience with PC assembly, upgrades and repairs are highly desirable
• PC-based application software knowledge highly preferred
• Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.…