Technical Application Specialist (m/f/i) Global Technical Support - Remote
Job Description SummaryBD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes.
BD partners with organizations around the world to address some of the most challenging global health issues. Our nearly 70,000 associates across 50 countries closely collaborate with customers and partners to help enhance patient outcomes, lower healthcare delivery costs, increase operational efficiencies and expand access to healthcare.
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.
The Technical Specialist (m/f/i) is a member of the BD Technical Service and Support Organization - a dynamic and innovative department that endeavors to provide high-level technical and scientific advice, provide troubleshooting on automated diagnostic instrumentation produced and sold by BD Life Sciences to internal and external customers.
The Technical Specialist (m/f/i) will work as part of a team supporting products and instruments for infectious disease diagnosis and industrial microbiology, answer and troubleshoot calls, research, investigate and provide issue resolution. This position serves as a front-line intake mechanism for technical and scientific inquiries and requires specialization in supporting Molecular Biology systems and reagents, in addition, will be required to support Microbiology and Women’s Health when required.
This permanent position is based in Heidelberg/Gemany, Erembodegem/Belgium or Drachten/Netherlands, with the possibility to work remotely.
PRIMARY DUTIES & RESPONSIBILITIES
Answers inquiries for scientific and application assistance by telephone, chat and email. Identifies customer problems, and troubleshoots instrument or assay issues
Be able to assist lab personnel and healthcare professionals on questions related to various BD assay's
Ability to understand and explain sensitivity, clinical and analytical performance
Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication
Generate and maintain proper complaint documentation in compliance with ISO requirements
Promotes and ensures a culture of privacy and security related to PHI according to HIPAA and GDPR stipulations
Coordinate with Quality, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues
Contributes to team goals and objectives through active participation
Participate in an on-call planning in line with support hours.
University degree in Life Sciences, Engineering or a related discipline, ideally with focus on Molecular Biology or Microbiology
Minimum 2 years relevant experience in one of the following: clinical or reference microbiology laboratory, hospital or reference cytology laboratory, industrial microbiology laboratory (pharmaceutical environmental monitoring and/or food microbiology testing), or biotech/academic molecular laboratory
Good understanding of Molecular Biology and Immunoassays
Ability to conduct scientific discussions with healthcare professionals
Experience with medical devices and equipment (especially BD equipment) is a plus
Proficient using MS Office Outlook, Word, Excel
Experienced with LIS or Lab Management Systems
Business fluency in German and English, additional European language skills are a plus
The successful candidate will have the following attributes:
Excellent technical and problem solving skills of varying complexity
Self-motivated and action oriented team player
Must have the ability to multi-task and be adaptable to changing business environment(s)
Can work independently and apply scientific principles when troubleshooting customer workflow and/or instrument complaints
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
Effective planning and organizational skills
A basic understanding on the ISO 15189 regulations and guidelines for clinical testing facilities is a plus
A professional challenge in a highly motivated team, a global environment and with long-term perspectives. A familiar working atmosphere in an innovative environment where your opinion matters. Diversity characterizes our corporate culture and we are convinced that it makes us a stronger team. We value each person as an individual with their abilities and needs. In this sense, we welcome applicants who wish to work part-time, people with severe disabilities and applicants of any gender.
Primary Work LocationDEU Heidelberg - Tullastrasse
Additional LocationsBEL Erembodegem - Dorp 86, NLD Drachten - Marconilaan
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