Primary Duties and Responsibilities:

Technical Leadership & Escalation Management

• Advanced Tier Support: Provide expert remote and on-site diagnostic support to resolve complex electromechanical, software, and networking issues escalated by Field Service Associates.

• Escalation Lead: Formulate and execute strategic response plans for critical technical failures, ensuring alignment between field teams and internal stakeholders.

• Crisis Management: Navigate high-pressure customer environments to restore system uptime and maintain Waters/BD’s reputation for reliability and excellence.

Installation & Product Lifecycle

• Deployment Oversight: Lead installation readiness reviews and site assessments to ensure seamless go-live performance for Waters/BD COR™ placements.

• Serviceability Advocacy: Partner with R&D and Global Technical Service to provide feedback on new product designs, focusing on component accessibility, reliability, and ease of service.

• Protocol Development: Collaborate on the creation, testing, and validation of service manuals and troubleshooting protocols.

Talent Development & Mentorship

• Technical Coaching: Act as a subject matter expert (SME) to mentor Field Service Engineers (FSEs), elevating the technical competency of the broader service organization.

• Training Delivery: Facilitate advanced technical training sessions and workshops on the BD COR™ platform.

Operational Excellence

• Process Standardization: Partner with District Service Managers to implement best practices that reduce service variability and operational costs.

• Continuous Improvement: Analyze system performance data and service metrics to identify trends and implement proactive service improvement plans.

• Compliance & Safety: Maintain rigorous adherence to Quality Systems, Environmental Health and Safety (EH&S) policies, and all regulatory requirements.

Minimum Qualifications:

Knowledge and Skills

• Advanced Troubleshooting: Expert-level ability to diagnose complex systems at the module, circuit, and component level.

• Technical Ecosystems: Strong proficiency in PC hardware, Windows OS, LIS connectivity, networking protocols, and database management.

• Electromechanical Expertise: Strong understanding of analog/digital electronics, robotics, and fluidics.

• Communication: Exceptional interpersonal skills with the ability to translate complex technical issues for both non-technical customers and executive leadership.

• Adaptability: Proven ability to manage multiple high-priority tasks in a fast-paced, evolving environment.

Education and Experience:

• Education: Bachelor’s degree in Electronics Engineering, Computer Science, or a related technical field preferred; or equivalent military/professional experience.

• Experience: Minimum of 5+ years in field service engineering, systems integration, or technical support of complex electronic systems.

• Specialization: Experience with medical device diagnostics, robotics, or automation is highly preferred.

• Travel: Ability and willingness to travel up to 70% (domestic and occasional international).

Physical Requirements

• Ability to lift up to 50 lbs.

• Ability to work in a laboratory environment (PPE required).

• Valid driver’s license and clean driving record.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Required Skills

Optional Skills

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At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information