Job Description Summary # Job Description The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Systems business is seeking a Service Engineering System Support Specialist II (SSS II) to join our talented and diverse team. As a SSS II you will become part of the Global Technical Services organization and support the Molecular and Women’s Health & Cancer platforms located in Sparks, MD. The SSS II role is an exciting and dynamic role, offering a unique view of the BD Diagnostics Systems business and customers. As the subject matter expert (SME) the SSS II leads closure of escalations, and analysis of product health and service performance metrics, gaining valuable insight that he or she will use to propose and drive continuous improvement, sustaining, and new product development projects. JOB SUMMARY: The key focus areas for the SSS II are as follows + SME for assigned product(s). + Resolution of globally escalated issues. + Service Lead for: - Product health and service performance metrics. - Continuous improvement (CI) and sustaining projects. - Core team member (CTM) for low complexity new product development (NPD) projects. + Support higher complexity NPD projects. + Mentoring less experienced SSS team members. ### DUTIES & RESPONSIBILITIES: + As the technical subject matter expert (SME) for assigned product(s), the SSS II is the liaison between service and other functions leading the effort to determine root cause(s) for product performance issues and provides timely feedback for product improvements. + Leads resolution of globally escalated issues. + Tracks service related product health and service performance metrics and makes appropriate recommendations for continuous improvement and operational efficiencies. + Leads CI and sustaining projects with a primary focus on regional readiness and successful completion of field upgrades and software rollouts. + Leads low complexity and supports higher complexity new product development (NPD) projects, representing the voice of service and ensures design for serviceability, regional field service readiness and product life cycle management to meet all functional and business objectives. + Is part of broader cross-functional teams within the organization and provides leadership to extended regional field service teams located around the world with a focus on enhancing service effectiveness and customer experience. + Demonstrates sound project management capabilities, with limited scope, to design, implement, and optimize service support strategies, for new product launches and field upgrades throughout the world. + Develops, implements and maintains overall customer support strategy (CSS) for new and existing products based upon global service capabilities and commercial team initiatives. + Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demands. + Works with the research & development and learning & development departments to develop technical service documentation necessary to perform product installation, repair, troubleshooting and maintenance. + Participates and drives the development of service spare parts and tools to aid in field service repairs and meet worldwide needs. + Provides mentoring and guidance to less experienced SSS team members with escalations, service bulletins, knowledge articles, analysis of service performance metrics, CI and sustaining projects, and service documentation. + Maintains the departmental standards of performance and promotes a safe working environment throughout the organization. + Domestic/international travel up to 15% of the time. ## ### REQUIRED EDUCATION & EXPERIENCE: + Bachelor’s degree in Mechanical, Electrical, Biomedical, Industrial or Systems Engineering or related education or equivalent work experience. + 2+ years experience in Service Engineering, Technical Field Service, Technical Support, Manufacturing, R&D or other relevant experience. + Project Management experience + Intermediate knowledge of statistics and statistical analysis. ### PREFERRED EDUCATION & EXPERIENCE: + Service Engineering, Technical Field Service, Technical Support, Manufacturing, R&D or other relevant experience. + Education or experience in biology, chemistry or demonstrated ability to understand system application. + Advanced degree in related field. + New product development. + Project management. + Experience working and traveling in a global role. + Supporting a clinical study program. + Working in an FDA/ISO-regulated environment. + SAP, ServiceMax and Salesforce CRM platforms. + Basic knowledge of Healthcare IT. + Basic knowledge of medical device hardware and software cybersecurity rules and regulations. Becton, Dickinson and Company is an EqualOpportunity/AffirmativeAction Employer. We do not unlawfully discriminate on the basis of 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. #LI-PRO # Primary Work LocationUSA MD - Sparks - 7 Loveton Circle # Additional Locations # Work Shift Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.