As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

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Job Description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters.  

Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.”

Summary:

The System Support Engineer provides customer support service on the operation and repair of diagnostic instrumentation produced and sold by BD Diagnostic Solutions. The roles services include telephone technical support, on-site visits, if necessary, as well as training of other service personnel and repairs performed on instrumentation located at IDS facilities, as needed. Our engineers will be expected to be committed to GMP, ISO, and Quality Standards.

The Ideal candidate will have the ability to multi-task and be adaptable to changing business environments. Having effective communication and customer service skills with good technical aptitude will be key in this role.

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 required:

• Associate's Degree or two years of technical or military training in electronics or experience in a similar field

• Customer service experience

• Any previous experience with in a professional, academic or personal setting demonstrating technical/mechanical aptitude and interests.

• General PC software skills (Microsoft Office package)

Preferred Knowledge/Skills:

• Bachelor's degree or an Associates Degree in Electronics/Computers/Biomedical Engineering (with Molecular/Micro emphasis)

• IT certifications

• 3-4 years of service experience in the troubleshooting and repair of electronic systems

• Good working knowledge of electronics and electro-mechanical devices

• Working knowledge and practical experience of basic test equipment, networking se