About the role

Remote support engineer troubleshooting automated flow cytometry instruments for BD Bioscience customers. Providing phone-based technical assistance across North America and documenting service interactions.

Responsibilities

Respond to customer inquiries for technical assistance by telephone and chat
Troubleshoot basic- to moderate-complexity instrument issues with limited assistance
Document all customer interactions accurately in the service management system
Follow up closely on ongoing service interactions
Interface with advanced support specialists and other departments
Place parts orders as required
Participate in on-call planning aligned with support hours
Use tools such as merged reality and remote system access to resolve issues
Promote and ensure privacy and security related to PHI according to HIPAA and GDPR
Maintain a high degree of customer satisfaction and confidence in Bioscience products and services
Maintain a professional image in behavior and verbal and written communications
Perform other related duties and assignments as required

Basic level of experience using, troubleshooting, and repairing relevant equipment, including medical devices and electronic systems
Lab experience in flow cytometry, immunology, immuno-oncology, molecular and cellular biology, or a related biologic field highly preferred
Associate degree, preferably in Electronics, Computers, or Biomedical Engineering
Effective communication and customer service skills
Technical writing and typing skills
Ability to manage complex technical conversations via telephone, chat, and email
Basic working knowledge of electronics and electro-mechanical devices
Proficient PC skills, including Microsoft Office and general applications
Working knowledge and experience of networking setup and troubleshooting
Effective interpersonal, organization, and prioritization skills
Ability to multitask and adapt to a changing business environment
Ability to work as part of a team with moderate supervision
Strong customer- and solution-oriented focus
Willingness to work Pacific Time Zone hours
Ability to support customers across North America, including the United States and Canada