Job Information
BD (Becton, Dickinson and Company) System Support Specialist II (Hybrid/Sparks, MD) in Sparks, Maryland
Job Description Summary
The key focus areas for this SSS job posting are as follows:
o SME for assigned product(s) and project(s), including project management and service deliverables for MDx/WH&C products.
o Resolution of globally escalated issues pertaining to assignments.
o Regional preparation for product launches, upgrades, and updates.
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 MedTech 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.
The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Solutions business is seeking a Service Engineering System Support Specialist II (SSS) to join our talented and diverse team. As a SSS you will become part of the Global Technical Services organization and support the MDx/WH&C Service team based in Sparks, MD.
The SSS role is an exciting and dynamic role, offering a unique view of the BD Diagnostics Systems business and customers. As the subject matter expert (SME) the SSS leads closure of escalations, and analysis of product health and service performance metrics, gaining valuable insight that he or she will use to propose and drive continuous improvement, sustaining, and new product development projects.
The statements below are intended to describe the general nature and level of work being performed by associates assigned to this job. This job description is not intended to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified.
JOB SUMMARY:
The key focus areas for this SSS job posting are as follows:
SME for assigned product(s) and project(s), including project management and service deliverables for MDx/WH&C products.
Resolution of globally escalated issues pertaining to assignments.
Regional preparation for product launches, upgrades, and updates.
DUTIES & RESPONSIBILITIES:
As the technical subject matter expert (SME) for assigned product(s), the SSS is the liaison between service and other functions working cross functionally to develop new assays for existing or future products.
Supports all product projects, representing the voice of service and ensures design for serviceability, regional field service readiness and product life cycle management to meet all functional and business objectives.
Serves as the technical SME for MDx/WH&C products
Is part of broader cross-functional teams within the organization and provides leadership to extended regional field service teams located around the world with a focus on enhancing service effectiveness and customer experience.
Tracks service-related product health and service performance metrics and makes appropriate recommendations for continuous improvement and operational efficiencies while under ownership of any products.
Leads regional rollouts of new products assigned.
Demonstrates sound project management capabilities, with limited scope, to design, implement, and optimize service support strategies, for new product launches and field upgrades throughout the world.
Develops, implements, and maintains overall customer support strategy (CSS) for new and existing products based upon global service capabilities and commercial team initiatives.
Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demands.
Works with the research & development and learning & development departments to develop technical service documentation necessary to introduce new assays to existing or future products.
Works cross-functionally to develop technical documentation necessary to train customer facing associates on new products and product updates.
Provides mentoring and guidance to less experienced SSS team members with escalations, service bulletins, knowledge articles, analysis of service performance metrics, CI and sustaining projects, and service documentation.
Maintains the departmental standards of performance and promotes a safe working environment throughout the organization.
Domestic/international travel up to 15% of the time.
SKILLS & COMPETENCIES
Organization & Planning: Accurately determines the length and difficulty of tasks and projects by breaking down into process steps and sets priorities to accomplish goals.
Project Management: Understands cross functional predecessor and successor tasks for medical device product development.
Problem Solving, Analytical Skills and Professional Judgement: Demonstrates ability to use a combination of logic, analysis, experience, and methods to make sound, timely decisions and solve problems by creating effective solutions.
Decision Quality: Independently defines parameters to make good decisions, acting on what is important. Understands the importance of complying to a medical device Quality system.
Communication Skills: Good presenter in formal and informal presentation settings, including one-on-one, small, and large groups, maintaining attention, and managing group process during the presentation.
Action Oriented: Skilled at identifying challenging tasks and seizes opportunity to contribute when success is attainable.
Courage & Independence: Executes tasks and decision-making with independence, self-correcting as needed with timely communication to management.
Composure: Works well during periods of sustained stress, independently managing the effects of strong emotions.
Flexibility: Applies procedural flexibility where context allows to meet the needs of a specific situation or a client’s needs.
Process Effectiveness: Identifies efficient ways to design and implement process improvements, seeking guidance as needed with complex processes.
Process and Service Acumen: Well versed in service-related processes and service engineering with ability to navigate within a matrixed organization.
Organizational Agility: Awareness of organizational culture, knowing how to effectively navigate within a matrixed environment, and understands the origin and reasoning behind key policies, practices, and procedures.
Influencing Others: Develops influential strategies, adapting presentation or discussion to appeal to the interest of others. Applies thoughtful action to achieve a specific impact.
Talent Management: Provides challenging and stretching tasks and assignments for others and works jointly with others to construct development plans.
Dealing with Ambiguity: Decides and acts without having the total picture. Handles risk and uncertainty comfortably.
Building Effective Teams: Identifies and selects people for teams based upon skills required, promoting team cohesiveness and wins.
REQUIRED EDUCATION & EXPERIENCE:
Bachelor’s degree in Engineering
2+ years’ experience in service engineering, assay development, molecular biology, chemistry, or other relevant experience.
2+ years’ Project Management experience, can be concurrent with the above requirement.
Microsoft Office proficiency, including Project, Excel, Word, and PowerPoint.
Intermediate knowledge of statistics and statistical analysis.
Basic knowledge of Healthcare IT.
Basic knowledge of medical device hardware and software cybersecurity rules and regulations.
Working in an FDA/ISO-regulated environment.
PREFERRED EDUCATION & EXPERIENCE:
Education or experience in Service Engineering, Field Service, Systems Engineering, Mechanical Engineering, Chemistry, Cytology and Molecular Biology
Advanced degree in related field.
Experience working and traveling in a global role.
Supporting a clinical study program.
SAP, ServiceMax and Salesforce CRM platforms.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
PDN
Primary Work Location
USA MD - Sparks - 7 Loveton Circle
Additional Locations
Work Shift
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.