System Support Specialist II - Remote

Overview

The Service Engineering System Support Specialist – Informatics (SSS) plays a vital role in the BD Life Sciences, Diagnostic Systems Global Informatics Service Team. Acting as a Tier 3 global informatics support resource, the SSS provides deep service and customer experience insights to support regional service teams and new product development.

In Short

• Acts as subject matter expert and service lead for assigned products.
• Leads lifecycle management efforts and monitors product performance metrics.
• Manages technical service documentation and training material development.
• Resolves globally escalated issues and serves as liaison between service and R&D.
• Interfaces with LIS and EMR/EHR systems and deploys interfaces with customer Health Information Systems.
• Leads sustaining and continuous improvement projects.
• Represents the voice of service in new product development.
• Supports development of customer support strategies for products.
• Leads cross-functional global service teams to enhance service efficiency.
• Provides insights to improve customer satisfaction.

Requirements

• Bachelor’s degree in computer science, IT, Health Informatics, or related field.
• Minimum 3 years of experience in Health Informatics or IT.
• At least 2 years in LIS/EMR integration.
• Technical expertise in Windows Server, networking, SQL, and DOS commands.
• Experience in authoring technical documentation and delivering training.
• Advanced degree preferred.
• Prior experience in Service Engineering or Technical Support is a plus.
• Knowledge of cybersecurity regulations in medical devices is beneficial.
• Familiarity with Agile methodologies and tools like SAP and Salesforce CRM.
• Experience in a global, customer-facing consulting role is advantageous.

Benefits

• Opportunity to work in a global medical technology company.
• Inclusive, growth-centered, and rewarding culture.
• Career development opportunities.
• Competitive compensation and benefits programs.
• Work alongside inspirational leaders and colleagues.
• Chance to contribute to meaningful health solutions.
• Support for work-life balance.
• Recognition opportunities for performance.
• Access to training and development resources.
• Participation in innovative projects in health technology.