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System Support Engineer 1 - United States  

Becton Dickinson (company)

Posted on : 10 September 2017

Project Description

Provide customer support service on the operation and repair of diagnostic instrumentation produced and sold by BD Diagnostic Systems (BDDS). 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 BDDS facilities, as needed. Engineers will be expected to be committed to GMP, ISO, and Quality Standards.

Job Description

Primary Duties and Responsibilities:

  • 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

Minimum Qualifications:

Knowledge and Skills

  • 3-4 years of service experience in the troubleshooting and repair of electronic systems
  • Must have the ability to multi-task and be adaptable to changing business environment(s).
  • Proficient PC skills (Microsoft Office package)
  • Requires a good working knowledge of electronics and electro-mechanical devices
  • Must have effective communication and customer service skills
  • Working knowledge and practical experience of basic test equipment
  • Working knowledge and experience of networking set up and troubleshooting
  • Experience with PC assembly, upgrades and repairs are highly desirable
  • Familiarization and experience with basic DOS commands is 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

Education and Experience

  • Associate's Degree, preferably in Electronics/Computers/Biomedical Engineering is required (with Molecular/Micro emphasis preferred) or equivalent two year technical or military training in electronics; Bachelor’s Degree preferred.

    Primary Work Location

    USA MD - Baltimore

    Additional Locations

    Work Shift

    NA (United States of America)