Job Description Summary
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Job Description
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We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of healthâą is our Purpose, and itâs no small feat. It takes the imagination and passion of all of usâfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearâto look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which youâll be supported to learn, grow and become your best self. Become a maker of possible with us.
The Bilingual System Support Specialist is a key member of BDâs Global Technical Support Center of Excellenceâa dynamic and forward-thinking team committed to delivering expert technical guidance, consultation, and remote troubleshooting to both internal and external customers. This role serves as the primary point of contact for technical inquiries and is focused on providing exceptional customer support related to the operation and servicing of BD Life Sciencesâ automated diagnostic instruments. Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness.
Job Responsibilities:
Responds to technical assistance inquiries via phone, chat, and email, identifying customer issues and troubleshooting instrument problems of basic to moderate complexity with minimal supervision.
Accurately documents all customer interactions in the service management system.
Provides consistent follow-up on ongoing service cases to ensure timely resolution.
Escalates complex or unresolved issues to System Support Engineer Level II.
Collaborates closely with advanced support specialists and cross-functional departments as needed.
Initiates part orders when required to support service resolution.
Participates in on-call scheduling aligned with support coverage hours.
Utilizes advanced tools such as merged reality and remote system access to enhance troubleshooting capabilities.
Upholds a strong culture of privacy and data protection in compliance with HIPAA and GDPR regulations.
Drives high levels of customer satisfaction by reinforcing confidence in BD products and services.
Maintains a professional demeanor in all verbal and written communications.
Performs additional duties and assignments as required.
Knowledge and Skills required:
Proficient with LogMeIn, Bomgar, ScreenConnect, and VNC for secure and efficient remote assistance
Basic working knowledge of electronics and electro-mechanical devices
Hands-on experience with basic test equipment
Familiarity with PC assembly, upgrades, and repairs
Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams, OneNote) and general PC applications
Working knowledge of network setup and troubleshooting
Strong communication and customer service skills across phone, chat, and email
Effective technical writing and typing skills
Demonstrated interpersonal skills, strong organizational and prioritization abilities, and a passion for delivering superior service
Ability to multi-task and adapt to a dynamic, fast-paced environment
Comfortable working both independently and collaboratively with moderate supervision
Strong customer focus and commitment to solution-oriented support
Education and Experience required:
At least a DEP in either field of Electronics, Computers, Biomedical Engineering, Automation with at least 2 years experience with troubleshooting and repairing electronics, fluidics and optical systems within the medical device, or similar/relevant industry products.
Fluent in both French and English (read, write, speak).
Physical Demands \& Work Environment:
Must be able to travel up to 30% of the time to attend training on assigned BD instruments as required and must be able to travel to the US for training purposes within the first 2 to 6 months of employment and periodically thereafter as required.
Preferred Qualifications
Bachelorâs degree in biology or science preferred.
Laboratory or field service experience in flow cytometry, immunology, immuno-oncology, molecular and cellular biology, or a related biological discipline is highly desirable.
Knowledge of flow cytometry and cell sorting is a strong asset.
Experience with medical devices, Laboratory Information Systems (LIS), and database management is highly desirable.
*** JD in French ***
Le SpĂ©cialiste bilingue du support systĂšme est un membre clĂ© du Centre dâexcellence du support technique mondial de BD â une Ă©quipe dynamique et tournĂ©e vers lâavenir, engagĂ©e Ă fournir des conseils techniques experts, des consultations et un dĂ©pannage Ă distance aux clients internes et externes. Ce rĂŽle constitue le principal point de contact pour les demandes techniques et vise Ă offrir un service client exceptionnel concernant le fonctionnement et lâentretien des instruments de diagnostic automatisĂ©s de BD Life Sciences. Nos installations de pointe Ă travers le monde offrent un environnement propice Ă lâĂ©panouissement de nos collaborateurs talentueux et passionnĂ©s, leur permettant dâexceller dans leur domaine. Nous sommes constamment Ă la recherche de personnes exceptionnelles pour rejoindre notre entreprise dans sa quĂȘte dâexcellence.
Responsabilités
RĂ©pondre aux demandes dâassistance technique par tĂ©lĂ©phone, chat et courriel, en identifiant les problĂšmes des clients et en dĂ©pannant les instruments de complexitĂ© faible Ă modĂ©rĂ©e avec un minimum de supervision.
Documenter avec précision toutes les interactions avec les clients dans le systÚme de gestion du service.
Assurer un suivi régulier des cas de service en cours afin de garantir une résolution rapide.
Escalader les problÚmes complexes ou non résolus au niveau supérieur (Ingénieur de soutien systÚme niveau II).
Collaborer étroitement avec les spécialistes du soutien avancé et les départements interfonctionnels selon les besoins.
Initier les commandes de piÚces nécessaires pour soutenir la résolution des services.
Participer Ă la planification des horaires dâastreinte en fonction des heures de couverture du support.
Utiliser des outils avancĂ©s tels que la rĂ©alitĂ© fusionnĂ©e et lâaccĂšs Ă distance aux systĂšmes pour amĂ©liorer les capacitĂ©s de dĂ©pannage.
Maintenir une forte culture de confidentialité et de protection des données, conformément aux réglementations HIPAA et RGPD.
Favoriser un haut niveau de satisfaction client en renforçant la confiance dans les produits et services de BD.
Maintenir une attitude professionnelle dans toutes les communications verbales et Ă©crites.
Effectuer dâautres tĂąches et missions selon les besoins.
Connaissances et compétences requises :
MaĂźtrise des outils dâassistance Ă distance sĂ©curisĂ©e tels que LogMeIn, Bomgar, ScreenConnect et/ou VNC
Connaissances de base en électronique et en dispositifs électromécaniques
Expérience pratique avec des équipements de test de base
FamiliaritĂ© avec lâassemblage, la mise Ă niveau et la rĂ©paration de PC
Maßtrise de la suite Microsoft Office (Word, Excel, Outlook, Teams, OneNote) et des applications PC générales
Connaissances de base en configuration et dépannage de réseaux
Excellentes compétences en communication et en service à la clientÚle par téléphone, chat et courriel
Compétences efficaces en rédaction technique et en saisie au clavier
Aptitudes interpersonnelles dĂ©montrĂ©es, sens de lâorganisation et des prioritĂ©s, avec une passion pour le service de qualitĂ©
CapacitĂ© Ă gĂ©rer plusieurs tĂąches simultanĂ©ment et Ă sâadapter Ă un environnement dynamique et rapide
Ă lâaise pour travailler de maniĂšre autonome ou en collaboration avec une supervision modĂ©rĂ©e
Forte orientation client et engagement envers un support axé sur les solutions
Formation et Expérience requises :
DĂ©tenir au minimum un DEP dans lâun des domaines suivants : Ă©lectronique, informatique, gĂ©nie biomĂ©dical ou automatisation, avec au moins 2 ans dâexpĂ©rience en dĂ©pannage et rĂ©paration de systĂšmes Ă©lectroniques, fluidiques et optiques dans le domaine des dispositifs mĂ©dicaux ou dans une industrie similaire/connexe.
Ătre bilingue en français et en anglais (lu, parlĂ©, Ă©crit).
Exigences physiques et environnement de travail :
Ătre en mesure de voyager jusquâĂ 30 % du temps pour suivre des formations sur les instruments BD assignĂ©s, y compris des dĂ©placements aux Ătats-Unis dans les 2 Ă 6 premiers mois dâemploi, et pĂ©riodiquement par la suite selon les besoins.
Qualifications préférées
Un diplÎme universitaire en biologie ou dans un domaine scientifique connexe est souhaité.
Une expĂ©rience en laboratoire ou en service sur le terrain dans les domaines de la cytomĂ©trie en flux, de lâimmunologie, de lâimmuno-oncologie, de la biologie molĂ©culaire et cellulaire, ou dans une discipline biologique connexe est fortement souhaitĂ©e.
La connaissance de la cytométrie en flux et du tri cellulaire constitue un grand atout.
Une expĂ©rience avec les dispositifs mĂ©dicaux, les systĂšmes dâinformation de laboratoire (LIS) et la gestion de bases de donnĂ©es est fortement souhaitĂ©e.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Companyâs receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BDâs Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. Itâs also a place where we help each other be great, we do whatâs right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, youâll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Great Place to WorkÂź has certified our workplace culture based on your feedback in the Trust IndexÂź survey, and we've just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight!
Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.
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CAN Mississauga - Derry Road WestAdditional Locations
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