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This job listing expired 13 days ago

Global Product Technical Support Engineer

BD San Jose, CA

  • Benefits Offered Vision, Medical, Life Insurance, 401k, Dental
  • Employment Type Full-Time

Summary:

Exciting opportunity for a solutions-focused strategic and technical expert! The Global Product Technical Support Engineer is responsible for providing remote and onsite technical support to field service engineers and regional support teams around the world. Responsible for new product service readiness, install base sustaining support, life-cycle and change management, product technical training and service documentation.

Takes ownership and serves as product champion for assigned products. Works on problems of varied scope where analysis of situations or data requires a review of identifiable factors. Exercises good judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work and new assignments. Functions as the senior technical expert on instrument and/or software product lines within the service organization.

Motivation, self-confidence, persuasiveness, perseverance, and a good understanding of the service business are required. Development of service strategies and procedures is a major part of the position requirements. Must be consistently professional in customer, cross-functional interactions with a high concern for customer needs and expectations.

Duties / Responsibilities:

  • Develop and implement service strategies and plans for new products and upgrades including but not limited to new product technical training, service documentation, collateral, training content, manuals and spare parts.
  • Actively participates in new product development by informing the Product Core Teams of the service organizations objectives regarding new product reliability & serviceability.
  • Act as a consultant to the instrument Engineering design group to assure that service objectives are met.
  • Effectively manage multiple new product launches.
  • Identify future service and business related strategic needs, provide recommendations and implement solutions.
  • Create, maintains and delivers product training programs to field service engineers, affiliates and regional product support associates. Train domestic and affiliate field operatives with assistance from other departments as required. Develop service knowledge content for new and existing products as well as product upgrades.
  • Monitor service and reliability data from the field as well as management reports and repair center feedback. Develop programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer down time.
  • Develop and manage instrument spare parts BOMs including consumable and non-consumable parts from new release to obsolescence.
  • Develop and release instrument service documentation including but not limited to service manuals, bulletins, field change notices, troubleshooting guides, procedures, and training materials using best practices.
  • Apply knowledge of scientific / engineering principles in the support the diagnosis of instrument issues.
  • Maintains high standard of professionalism and conduct in all interactions
  • Perform other related duties and assignments as required
  • May travel up to 15-20% of the time.

Qualifications

  • Bachelors of Electrical Engineering, or Engineering Technology, or in a related engineering discipline required.
  • 5+ years’ experience working in manufacturing industry, in a regulated environment, and in a technical support role required - supporting Field Service personnel, Manufacturing Engineering, or repair center technical service. Will consider combination of equivalent related education and experience.
  • Working knowledge of electronic, biomedical, and mechanical engineering (flow cytometry and/or cellular analyzer a plus).
  • A demonstrable track record of success in achieving and maintaining high quality documentation for use in a Field environment.
  • Experience with remote management or remote services is a plus.
  • Project Management experience and managing cross-functional projects is highly desirable
  • Effective analytical and problem-solving skills with the ability to apply creative solutions to challenges
  • Excellent communication skills in both oral and written formats, excellent listening and problem-solving skills, and customer facing skills.
  • The ability to interface effectively with all levels and functions within and outside the organization.
  • Proven ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
  • Ability and willingness to travel 15-20% domestically and internationally.

BD

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes. BD partners with organizations around the world to address some of the most challenging global health issues. Our nearly 50,000 associates across 50 countries closely collaborate with customers and partners to help enhance patient outcomes, lower healthcare delivery costs, increase operational efficiencies and expand access to healthcare. Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness In March 2015, CareFusion, a leading provider of healthcare technology and services for medication management, infection prevention, respiratory care and surgical procedures, joined BD as part of our worldwide Medical segment. Together, our companies will form one of the largest global leaders in medication management and patient safety solutions. To learn more and apply for opportunities with BD or one of our CareFusion businesses, visit https://jobs.bd.com/ We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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San Jose, CA
USA

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