Lab Automation Technical Specialist (Microbiology) - Sparks, Maryland

Job Description Summary
Job Description
Lab Automation Technical Specialist (Microbiology) - Sparks, Maryland
BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems and reagents. The Company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD employs approximately 28,000 people in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry and the general public. For more information, please visit www.bd.com.
The Technical Specialist is a member of the BD 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 BD products. This role is a key addition to an existing support team of professional engineers, now requiring additional Microbiology knowledge for an expanding install-base. The team is responsible for providing customer support service for diagnostic automated Kiestra equipment produced and sold by BD Diagnostic Systems (BDDS).
The role is based in Sparks, MD.
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 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
B.S. Degree in Life Science Required
One of the following qualifications is required: Clinical Laboratory Scientist/Medical Laboratory Scientist (ASCP), or a Master of Science degree with a Microbiology/Clinical Microbiology focus.
Minimum 2 years relevant experience in one of the following: clinical or reference microbiology laboratory, industrial microbiology laboratory (pharmaceutical environmental monitoring and/or food microbiology testing), or biotech/academic microbiology laboratory.
Demonstrated experience in the use, support and troubleshooting of automated instrumentation and Laboratory Information Systems.
Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
Proficient PC skills (Microsoft Office package).
Experience with medical devices and equipment, experience with BD equipment a plus.
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
Must have the ability to multi-task and be adaptable to changing business environment(s).
Position requires on call support and team coverage during the holidays.
Must be able to travel internationally.
Primary Work LocationUSA MD - Baltimore
Additional Locations
Work Shift

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