System Support Engineer Lab Automation

Becton Dickinson; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Waters is seeking a System Support Engineer to join the Water Technical Service and Support Organization. You will provide high-level technical advice, troubleshooting, and remote diagnostics for diagnostic automated Kiestra equipment.

The role supports an expanding install-base and requires strong communication and multitasking skills. The position emphasizes collaboration with Quality Control, R&D, Marketing, Sales, and Field personnel to resolve technical inquiries and ensure compliant,

Qualifications

• Bachelor's degree in Electronics/Computers Engineering or equivalent experience.
• Working knowledge of electronics and electro-mechanical devices, PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management desired.
• Experience troubleshooting customer workflow and instrument complaints.
• Strong customer service skills including technical writing and handling complex conversations.

Responsibilities

• Deliver prompt and thorough responses to inquiries from customers via phone and written communication.
• Provide remote diagnostics for automated laboratory track systems and instrumentation.
• Maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, QA, R&D, Marketing, Sales, Engineering, and Field personnel for timely follow-up and resolution.
• Support 24/7 Technical Service line with on-call rotations (evenings/weekends/holidays).
• Promote privacy and security related to PHI and HIPAA.

Skills

Electronics knowledge

PLCs and pneumatics

PC/software networking

Technical writing

Customer service

MS Office

Software installation & upgrades

Security concepts

Bilingual (English + another language)

Education

Bachelor's Degree in Electronics/Computers Engineering

Tools

PC assembly & hardware upgrades

Networking maintenance

IT accreditation (A+, Cisco, Microsoft)

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

Summary:

The System Support Engineer (SSE) is a member of the Water 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 Waters 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 Kiestra equipment produced and sold by Advanced Diagnostic Solutions.

The SSE will have great interpersonal skills, organization/prioritization skills and a passion for providing superior service. Our SSE's must have the ability to multi-task and be adaptable to changing business environment(s). Excellent written and verbal communication skills will be key in this 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 track systems and instrumentation
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field 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.
• Contributes to the team goals and objectives through active participation.
• Promotes Professional Services
• Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
• Troubleshoots hardware and software issues.
• Upgrades systems to enable compatible software on all computers.

Minimum Qualifications:

• Bachelor's Degree, preferably in Electronics/Computers Engineering, or equivalent experience.
• Working knowledge of electronics and electro-mechanical devices, PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
• Experience applying scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Experienced in customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
• Proficient PC skills (Microsoft Office package).
• Proficient in performing software installations and upgrades.
• Knowledge of basic security concepts and best practices.

Preferred Skills and Knowledge:

• Bilingual (English speaking plus additional foreign language)
• 4 years of recent service experience in the troubleshooting and repair of IT and complex electronic systems
• Experience working with computer networks and systems maintenance.
• A+, Microsoft or Cisco accreditation.
• Experience with PC assembly, upgrades and repairs.
• Experience servicing medical devices and equipment.
• Experience servicing robotics systems.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who u