System Support Engineer 1

Job Description SummaryProvide customer support service on the operation and repair of diagnostic instrumentation produced and sold by BD Diagnostic Systems (BDDS). Service includes telephone technical support, on-site visits, if necessary, as well as training of other service personnel and repairs performed on instrumentation located at BDDS facilities, as needed. Engineers will be expected to be committed to GMP, ISO, and Quality Standards.
Job Description
Primary Duties and Responsibilities:
Respond to customer telephone inquiries by providing diagnostic and other assistance on the basic, legacy, high call volume queue platforms supported and serviced by BD
Provide follow-up service by calling customers who have recently had service interactions
Maintain accurate records and documentation on service tickets
Follow up on shipped parts that require a parts return (RMA)
Complete service documentation as required
Interface and work closely with advanced support specialists as required
Minimum Qualifications:
Knowledge and Skills
3-4 years of service experience in the troubleshooting and repair of electronic systems
Must have the ability to multi-task and be adaptable to changing business environment(s).
Proficient PC skills (Microsoft Office package)
Requires a good working knowledge of electronics and electro-mechanical devices
Must have effective communication and customer service skills
Working knowledge and practical experience of basic test equipment
Working knowledge and experience of networking set up and troubleshooting
Experience with PC assembly, upgrades and repairs are highly desirable
Familiarization and experience with basic DOS commands is highly desirable
PC-based application software knowledge highly preferred
Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired
Education and Experience
Associate's Degree, preferably in Electronics/Computers/Biomedical Engineering is required (with Molecular/Micro emphasis preferred) or equivalent two year technical or military training in electronics; Bachelor's Degree preferred.
Primary Work LocationUSA MD - Baltimore
Additional Locations
Work ShiftNA (United States of America)

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