Job Description Summary

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 Sr. System Support Specialist (SSS) to join our dedicated 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 focused on BD COR. 

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 critical issues, and analysis of product health and service performance metrics, gaining valuable insight tthey 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 results for MDx/WH&C products, focused on BD COR.

• 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 BD COR

• 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 critical issues, 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

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