Specialist, Product Technical Support

BD; United States; Remote; USD 73,000 - 117,000; Full time

Job summary

BD is seeking a healthcare–savvy professional to support complex medical device issues from a remote location within PST/MST zones. The role involves diagnosing device problems, guiding customers through platform setups, and coordinating with R&D, Operations and Quality to resolve issues.

Requirements include a high school diploma and at least 3 years in a clinical or healthcare setting; strong MS Office skills and experience with JDE ERP are preferred. Some travel to Irvine CA may be needed.

Qualifications

• High school degree required.
• Minimum 3 years of experience in a clinical/healthcare environment.

Responsibilities

• Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
• Diagnose and intake complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
• Advise internal stakeholders and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
• Accurately document detailed call intake information in the JDE Enterprise Resource System.
• Follow up with customers to obtain additional information or confirm product receipt for service.
• Collaborate with internal departments to resolve customer issues and assist in investigations.
• Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
• Generate appropriate transactions within the JDE Enterprise Resource System.
• Provide and coordinate return shipment information to customers.
• Other duties as assigned.

Skills

Microsoft Office

Communication

Analytical thinking

Prioritization

Teamwork

Relationship building

Compliance

Education

High school diploma

Tools

JDE ERP System

Job description

We are the people who give possibilities purpose

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.

Job Description

This remote based position must be within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones to ensure effective collaboration with cross-functional teams.

Key Responsibilities:

• Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
• Diagnose and intake complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
• Advise internal stakeholders (e.g., Sales Representatives) and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
• Accurately document detailed call intake information in the JDE Enterprise Resource System.
• Follow up with customers to obtain additional information or confirm product receipt for service.
• Collaborate with internal departments (e.g., R&D, Operations, Service, Quality) to resolve customer issues and assist in investigations.
• Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
• Generate appropriate transactions (e.g., equipment replacements, loaners, purchase orders, install base updates) within the JDE Enterprise Resource System.
• Provide and coordinate return shipment information to customers.
• Other duties as assigned.

Education and Experience required:

• High school degree required.

Minimum 3 years of experience in a clinical, healthcare, or related environment, with hands‑on involvement in supporting, operating, or troubleshooting medical devices. This may include roles such as Registered Nurse (RN), Anesthesia Technician (with exposure to critical care areas such as ICU, CCU, OR, or other high‑acuity settings), Biomedical Technician, or similar positions.

Knowledge and Skills required:

• Proven proficiency with Microsoft Office Suite including Word, PowerPoint, Access, Excel, Outlook and Teams.
• Strong written and verbal communication skills with the ability to build effective interpersonal relationships and interact effectively across all organizational levels.
• Excellent problem-solving, organizational, analytical, and critical thinking abilities, with strong attention to detail and accuracy in all tasks.
• Skilled at managing competing priorities in a fast‑paced environment.
• Collaborative team player with experience working on cross‑functional projects.
• Proven ability to build and maintain productive internal and external working relationships.
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Preferred qualifications:

• Associate or bachelor’s degree in a healthcare related field with good knowledge of the medical device industry.

Bedside experience with APM products.

• Working knowledge of APM policies, procedures, and guidelines related to technical products.
• Solid understanding of product usage and clinical environments in critical care settings.
• Moderate knowledge of electronic medical systems (EMR), and familiarity with how products are applied in clinical practice.
• Bilingual Spanish preferred (read, write and speak).

Work environment:

• Must be able to travel for one (1) week or more as needed to attend APM product and clinical trainings within the first six (6) months of employment and periodically thereafter as needed, in Irvine California (or other location as defined).
• Must demonstrate flexibility to work rotational schedules every 5-weeks.

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.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face‑to‑face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Primary Work Location

USA CA - Irvine Laguna Canyon

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

$73,400.00 - $117,400.00 USD Annual