[Remote] System Support Automation Specialist - COR

Note: The job is a remote job and is open to candidates in USA. BD is a leading global medical technology company dedicated to improving health worldwide. The System Support Automation Specialist plays a crucial role in providing high-level technical support for automated laboratory systems, primarily focusing on the Molecular product line. Responsibilities • 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. Participates on Regional escalation team(s) as needed • Coordinate cross-departmentally ( e.g 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 • Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage • Promotes and ensures a culture of privacy and security related to PHI and HIPPA • Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment • Upgrades systems to enable compatible software on all computers Skills • Requires a good solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics • Attention to detail, superior interpersonal skills and good problem-solving skills • Knowledge of PC/software/LIS/networking/database management knowledge 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 • Must have 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 • Must have the ability to multi-task and be adaptable to changing business environment(s) • 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 • Bachelor's Degree, preferably in an engineering discipline, or four years of recent service experience in the troubleshooting and repair complex electro-mechanical systems preferred • Experience working with computer networks and systems maintenance • Experience servicing medical devices and equipment preferred • Experience servicing robotics systems preferred • English speaking plus additional foreign language preferred Benefits • A valuable, competitive package of compensation and benefits programs • Rewards and recognition opportunities that promote a performance-based culture Company Overview • BD helps advance clinical therapy with the process for patients and health care providers with innovative technology services and solutions. It was founded in 1897, and is headquartered in Franklin Lakes, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.bd.com. Company H1B Sponsorship • BD has a track record of offering H1B sponsorships, with 66 in 2023, 4 in 2022, 3 in 2021. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job