System Support Engineer I

Summary

BD is a global medical technology company focused on advancing healthcare through innovative medical devices and solutions. The System Support Engineer I provides frontline technical support, remote troubleshooting, and customer service for automated flow cytometry instrumentation across North America. The role documents service interactions, coordinates with advanced support teams, manages parts orders, and helps maintain customer satisfaction and data privacy.

Responsibilities

• Respond to customer inquiries for technical assistance by telephone, chat and troubleshoots instrument issues of basic to moderate complexity with limited assistance
• Document all customer interactions in a complete and accurate manner through the service management system
• Closely follow up on ongoing service interactions with customers
• Interface and work closely with advanced support specialists and other departments as required
• Place part orders as required
• Participate in an on-call planning in line with support hours
• Leverage additional tools to resolve issues such as merged reality and remote system access
• Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations
• Manages a high degree of customer satisfaction by instilling confidence in Bioscience products and services
• Maintains a professional image at all times through behavior, and all verbal & written communications
• Performs other related duties and assignments as required

Skills

• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
• Associate degree, required
• Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email
• Requires a basic working knowledge of electronics and electro-mechanical devices
• Proficient PC skills (Microsoft Office package; general applications)
• Working knowledge and experience of networking set up and troubleshooting
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
• Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment
• Ability to work as part of a team with moderate level of supervision
• Strong customer and solution-oriented focus
• Lab experienced in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred
• Preferably in Electronics/Computers/Biomedical Engineering
• Bachelor's Degree (Biology/Science emphasis) preferred

Qualifications

Must Haves

• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
• Associate degree, required
• Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email
• Requires a basic working knowledge of electronics and electro-mechanical devices
• Proficient PC skills (Microsoft Office package; general applications)
• Working knowledge and experience of networking set up and troubleshooting
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
• Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment
• Ability to work as part of a team with moderate level of supervision
• Strong customer and solution-oriented focus

Nice to Haves

• Lab experienced in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred
• preferably in Electronics/Computers/Biomedical Engineering
• Bachelor's Degree (Biology/Science emphasis) preferred

Benefits

• This is a field support role that is fully remote, providing phone-based support across North America, including both the United States and Canada.