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National Microbiology Field Specialist

Job Description SummaryThe National Microbiology Field Specialist is responsible for managing the microbiology product lines across the U.S. region within the Field Service Organization. This will be a field based role and they will be the subject matter expert when pertaining to all field activities for the Microbiology Product Line. They will be the primary contact when it comes to evaluating the in house policies and procedures to ensure effective field implementation, assessment and provide feedback based on field experiences. The National Field Specialist will represent the Field Service Organization and provide critical input to the In house Technical Support Team on all areas of product support, development and compliance issues. The National Field Specialist will serve as a key resource when supporting field training as well as coaching the Field Service Engineers Technical and Customer Facing Skillsets and will work w the Regional Service Managers to address and improve as necessary. The National Field Specialists will also be required to manage customer satisfaction and encourage customer loyalty This position must comply with all Quality, GMP, ISO and safety regulations and adheres to company travel policies.
Job Description
DUTIES AND RESPONSIBILITIES:
Provide Tier III level support to the Field Service Organization serving as a subject matter expert for the respective product line
Develop, train, and support Field Service Engineers in product related applications
Support US Region Product Development Process, as necessary
Provide comprehensive field input to all documentation and procedures in support of respective product lines
Provide hands-on expertise with troubleshooting, repair, and exchange of information cross functionally and with the customer
Assists in the management and prioritization of the Regional Escalation Policy
Trains other service engineers and biomedical technicians on theory of operation, repair, calibration and testing of specific BD products, instrumentation and software
Be a participating member, representing the Field Service Organization on project teams as appropriate
Assists the Data Analysis and Statistics Team in ensuring the data is valid and complete
Volunteers for complex project assignments under management direction that aid in organizational and regional performance.
May be assigned to the most difficult problem situations and critical accounts as required by management as part of the BD Escalation policy and successfully provides solutions. Uses resourcefulness, and takes initiative to achieve results with or without defined pathways of support.
Interface and work closely with advanced support specialists as required
Develops and tests troubleshooting procedures in conjunction with engineering and Product Technical Support on new instruments
Accesses SAP system database for evaluating instrument failures, associated with problem accounts and service activity. Also utilizes SAP for inventory, call and historical service management
Works with management to address excessively active accounts and devise action plans to reduce service activity. In some situations, primary responsibility for specific accounts will be temporarily assigned to bring about stabilization.
Provide written updates to the team leader and management on all key and critical accounts that should provide information on technical problems, customer satisfaction and the general business condition. This position will be required to work with Technical Application Support and management in situations that require additional resources for problem account resolution.
MINIMUM QUALIFICATIONS:
Bachelor's Degree or a minimum 10 years extensive technical experience with 3 years in specified area(Molecular/Microbiology)
Excellent written and oral communication skills to resolve complex issues into actionable concepts easy for customers to understand.
Successful completion of Tier 3 Training Curriculum
Ability to manage across multiple layers within the organization
Strong organizational skills, detail orientation, the ability to multi-task, meet deadlines, and prioritize work
Proactive approach to fault finding and troubleshooting, and identify process improvements.
Strong interpersonal skills and the ability to effectively communicate at all organizational levels.
Ability to travel up to 40%
Primary Work LocationUSA MD - Baltimore
Additional Locations
Work Shift1st Shift 830am-5pm (United States of America)



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