System Support Engineer I

BD; Milpitas (CA); Remote; USD 43,000 - 69,000; Full time

Job summary

BD is seeking a System Support Engineer Level I to provide remote, phone-based support across North America, primarily for West Coast time zones. The role focuses on operation and repair of automated flow cytometry instrumentation and requires collaboration with senior staff.

The ideal candidate will have electronics knowledge and strong communication skills, with a willingness to travel for training and a 8-hour PST workday.

Qualifications

• Strong communicator with customer service skills and ability to document interactions clearly.
• Experience with electronics or electro-mechanical devices is required.
• Basic lab experience in flow cytometry, immunology or related biology field preferred.

Responsibilities

• Answer customer inquiries by phone, chat, and troubleshoot basic to moderate issues.
• Document all interactions in the service management system.
• Follow up on ongoing service interactions with customers.
• Coordinate with advanced support and other departments as needed.
• Place part orders when required.
• Participate in on-call planning aligned with support hours.

Skills

Customer service

Technical writing

Typing

MS Office

Networking

Electronics

Flow cytometry

Education

Associate degree in Electronics/Computers/Biomedical Engineering

Bachelor’s Degree in Biology/Science

Tools

Service management system

Remote access tools

Merged reality tools

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

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 is a field support role that is fully remote, providing phone-based support across North America, including both the United States and Canada.
• The ideal candidate will reside on the West Coast or be willing to work Pacific Time Zone hours.
• Travel is required only for training purposes.
• Standard working hours are 8:00 AM to 5:00 PM PST, supporting the North American customer base.

The System Support Engineer Level I (SSE I) is part of the Bioscience North American Technical Support Center Of Excellence, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and remote troubleshooting for internal and external customers. This position serves as a front line intake mechanism for technical inquiries and is dedicated to providing customer support service on the operation and repair of automated flow cytometry instrumentation.

Job 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.

Education and Experience:

• 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
• Basic level of experience in the usage and/or troubleshooting and repair of relevant equipment (medical devices; electronic systems)
• 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 (e.g. various customer inquiries simultaneously) 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

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.

#earlycareer

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.

Required Skills

Optional Skills

.

Primary Work Location

USA CA - Milpitas 155

Additional Locations

Work Shift

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

$31.00 - $49.60 USD Hourly