Becton, Dickinson and Company

System Support Automation Specialist - COR

Becton, Dickinson and Company • $70K — $95K *
Sparks Glencoe, MD 21152In-Person
Healthcare
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in a S.T.E.M related field
  • Solid understanding of electronics, electro-mechanical devices, PLCs, and pneumatics
  • Knowledge of PC/software/LIS/networking/database management
  • Proficiency with data analysis tools (SQL, Python, Statistical Analysis)
  • Customer service experience with complex technical interactions
  • Technical writing experience
  • Effective interpersonal and organizational skills
  • Proficient in Microsoft Office and software installations

Responsibilities

  • Deliver timely responses to customer inquiries via phone and written communication
  • Provide remote diagnostics for automated lab systems
  • Monitor and report lab automation instrumentation metrics
  • Conduct data-driven root cause investigations for troubleshooting
  • Generate documentation in compliance with FDA and ISO standards
  • Participate in meetings, providing expertise and insights
  • Collaborate with various service teams for knowledge sharing
  • Support 24/7 Technical Service by providing emergency assistance

Benefits

  • Comprehensive Total Rewards program
  • Opportunities for professional development and recognition
  • Performance-based culture
  • Competitive benefits package
  • Culture promoting employee wellness and support
Full Job Description
Job Description

Summary:

The System Support Automation Specialist is a member of the Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install -base. The team is responsible for providing customer support service for diagnostic automated Lab Automation equipment produced and sold by Diagnostic Solutions.

The Ideal candidate will have good attention to detail, superior interpersonal skills and good problem-solving skills. Having the ability and willingness to apply scientific principles when troubleshooting customer workflow and/or instrument complaints is necessary for success. Utilizing excellent written and verbal communication skills is key in the customer-facing support role.

Responsibilities:
  • Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
  • Provide remote diagnostics for innovative automated laboratory systems and instrumentation.
  • Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within the quality complaint system.
  • Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
  • Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
  • Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision-making processes.
  • Collaborate with regional and global service teams to share knowledge and best practices for product support. Participates in Regional escalation team(s) as needed.
  • Coordinate cross-departmentally (e.g. Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel) to assure timely follow-up and resolution of all technical inquiries and product issues.
  • Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
  • Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
  • Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
  • Upgrades systems to enable compatible software on all computers.


Minimum Qualifications:
  • Bachelor's Degree in a S.T.E.M related field
  • Solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics.
  • Knowledge of PC/software/LIS/networking/database management knowledge.
  • Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages).
  • Customer service experience, ability to manage complex technical conversations via telephone.
  • Technical writing experience.
  • Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
  • Proficient PC skills (Microsoft Office package).
  • Proficient in performing software installations and upgrades.
  • Knowledge of basic security concepts and best practices.
  • Experience working with computer networks and systems maintenance.


Preferred Skills and Experience:
  • Bachelor's Degree, in an engineering discipline
  • 1 to 4 years of recent service experience in the troubleshooting and repair of complex electro-mechanical systems.
  • Experience servicing medical devices and equipment.
  • Experience servicing robotics systems.
  • Bilingual - English speaking plus additional foreign language.


Primary Work Location
USA MD - Sparks - 39 Loveton Circle

Additional Locations

Work Shift
NA (United States of America)
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

About Becton, Dickinson and Company

BD is a global technology company that provides diagnostics and technologies for frontliners. Through their solutions and services, they assist scientists in detecting diseases and advanced researchers' on developing diagnoses and therapeutics. BD was established in 1897 by Farleigh Dickinson and Maxwell Becton in East Rutherford, New Jersey.

Becton, Dickinson and Company Careers

Join the innovative world of Becton, Dickinson and Company (BD), a global medical technology company that is actively seeking driven, dedicated professionals to join our team. At BD, we are committed to advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. This commitment provides the foundation for a workplace where you can engage in meaningful work and where job opportunities abound.

Work You’ll Do

At BD, you will be part of a culture that values diversity, leadership, and innovation. Our team members are empowered to lead and inspire from day one. Join us and contribute to our mission of advancing the world of health through your professional skills and personal passion.

Transform Your Career

BD offers a unique position in the marketplace that combines industry expertise, leadership in medical innovation, and a collaborative culture to help you grow your career. Whether you are looking for an entry-level position or a more senior role, we provide the tools and support for your professional growth through comprehensive training and development programs.

Innovative Work Environment

Our team at BD is composed of more than 65,000 associates across the globe. These dedicated professionals work at the intersection of technology and healthcare, where they drive innovation and ensure that we stay ahead in a rapidly evolving industry. By joining BD, you will work alongside some of the brightest minds in the industry.

Internship and Employment Opportunities

Start your career with BD through our internship programs or dive straight into a full-time position. We offer a range of opportunities that allow you to explore different areas of our business and find a path that aligns with your career goals. Our hiring process is designed to be transparent and engaging, ensuring that all candidates—whether submitting a resume for an internship or a senior position—feel valued and informed.

Benefits and Culture

BD is proud to offer competitive benefits that support the health, well-being, and financial security of our employees and their families. From comprehensive health insurance to employee wellness programs and flexible working arrangements, we prioritize the well-being of our team members. Our inclusive culture encourages networking, continuous learning, and the sharing of ideas in a diverse and welcoming environment.

Join Our Team

Explore the job opportunities at BD and discover how your expertise can help shape the future of healthcare. Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players.

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Explore Careers at BD

Whether you're preparing for your first interview or looking to advance into a leadership role, BD offers career paths that foster continuous growth and innovation. Join us in our mission to improve medical outcomes and enhance patient care worldwide.

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At Becton, Dickinson and Company, we are more than just a company; we are a community that is dedicated to making a difference in the lives of people all around the world.
Learn more about Becton, Dickinson and Company
Size
75,000 employees
Market Cap
$72 billion
Industry
Healthcare
Net Income
$1.6 billion
Founded
1897
5 Year Trend
+9.3%
Revenue
$18.2 billion
NASDAQ
BDX
* Ladders Estimates

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