Job Description

Job Description Summary

Job Description

The Global Service Engineer has the primary responsibility to support global service escalations. Working with the Global Field Service Organizations and support functions such as R&D;, Manufacturing Engineering, Quality, Sustaining Engineering, and others to restore the operation of our customers instruments in the shortest time possible.

Prepares all service documentation including items such as service manuals, technical bulletins, field change notifications, theory of operation, troubleshooting guides, upgrade instructions, and parts lists. Identifies procedures and creates tools to facilitate effective troubleshooting and repair of products by field engineers.

Monitors service and reliability data from the field as well as management reports and repair center feedback. Develops programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer downtime.

Creates and delivers product training programs to field service engineers, affiliates, and regional product support associates. Train domestic and affiliate field operatives with assistance from other departments as required.

Supports the development of new products. Assists in the development of product specifications to ensure reasonable reliability and serviceability. Recommends product service strategies based on the evaluation of technical and business issues. Follows design development to gain product information, evaluate product designs, recommend improvements, and develop projections on reliability and frequency of maintenance.

Installs and services new products during product trials. Prepares and reviews technical service information. Supports regional support engineers via telephone or on-site to resolve non-routine technical problems.

Attends reliability meetings and ECN reviews to provide service based input into product change decisions. Serves as liaison between customer service and research, engineering, manufacturing, and quality assurance regarding the definition and resolution of product problems.

Identifies trends and problems in the field and makes recommendations to assist resolution. Promotes a safe work environment. Participates in Environmental Health & Safety programs. Addresses corrective actions whenever a hazard is identified. Keeps abreast of the basic requirements for compliance in own area of work and complies with those requirements. Participates as required in training on regulatory issues affecting own area of work. Brings regulatory compliance questions/issues to the attention of management.

Develop and maintains product subject matter expertise for new and existing computers, operating systems, software, information security, and network products including FACSLink LIS, Assurity Linc RSM , and related technologies around the world

Develop, review, and approve product change orders for new and existing computers, operating systems, software, information security, and network products including FACSLink LIS, Assurity Linc RSM, and related technologies around the world

Perform detailed root-cause investigations for complaints initiated by both customers and technicians to drive timely resolution.

Performs other related duties and assignments as required.

May travel up to 10%- 15% of the time.

MINIMUM QUALIFICATIONS:

KNOWLEDGE AND SKILLS

* Solid knowledge and experience in Computer Networking Technology
* Working knowledge of electronic, biomedical, and mechanical engineering.
* Effective interpersonal skills.
* Effective analytical and problem-solving skills.
* Effective written and oral communication skills.

EDUCATION AND EXPERIENCE

* BS in Computer Engineering or BSET in a related engineering discipline and four years of technical support experience, or equivalent combination of related education and experience.

DESIRED QUALIFICATIONS

KNOWLEDGE AND SKILLS

* Experience within BDB supporting flow cytometry SW and Connectivity products, and resolving moderately complex technical issues.
* Hands-on experience in technical product support, field service, or similar technical role.

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.

Primary Work Location

USA CA - San Jose

Additional Locations

Work Shift