Remote System Support Engineer I – Life Sciences

Becton Dickinson

Milpitas (CA)

Remote

USD 43,000 - 68,000

Full time

6 days ago

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Job summary

Waters is seeking a System Support Engineer Level I (SSE I) for a fully remote role supporting North America. The ideal candidate will reside on the West Coast or align with Pacific Time hours, with travel for training if needed.

This frontline role handles technical inquiries and remote troubleshooting for automated flow cytometry instruments. Responsibilities include responding to inquiries via phone, chat, documenting interactions, coordinating with advanced support, ordering parts, and

Qualifications

Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
Lab experienced in Flow Cytometry, immunology, immuno-oncology, molecular and cellular biology or related biologic field highly preferred
Associate degree, required preferably in Electronics/Computers/Biomedical Engineering, Bachelor’s Degree (Biology/Science emphasis) preferred
Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email
Requires a basic working knowledge of electronics and electro-mechanical devices
Proficient PC skills (Microsoft Office package; general applications)
Working knowledge and experience of networking set up and troubleshooting
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
Ability to multi-task and be adaptable to a changing business environment
Ability to work as part of a team with moderate level of supervision
Strong customer and solution-oriented focus

Responsibilities

Respond to customer inquiries for technical assistance by telephone, chat and troubleshoots instrument issues of basic to moderate complexity with limited assistance.
Document all customer interactions in a complete and accurate manner through the service management system.
Closely follow up on ongoing service interactions with customers.
Interface and work closely with advanced support specialists and other departments as required
Place part orders as required.
Participate in an on-call planning in line with support hours.
Leverage additional tools to resolve issues such as merged reality and remote system access.
Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations.
Manages a high degree of customer satisfaction by instilling confidence in Bioscience products and services.
Maintains a professional image at all times through behavior, and all verbal & written communications.
Performs other related duties and assignments as required.