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System Support Specialist I, Global Healthcare Informatics



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Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities.

Why Join Us

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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, you'll 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.

Become a maker of possible with us!

The Becton, Dickinson, and Company (BD) Life Sciences, Diagnostics Systems business is seeking a Service System Support Specialist I, Informatics (SSS I) to join our talented and diverse team. In this role the SSS utilizes deep insight into service and customer experience as Tier 3 global support for regional service teams on released products and helps to shape the future of new products providing serviceability requirements, documentation, and training support. In addition, the role analyzes product health and service performance metrics, gaining valuable insight that he or she will use to propose and drive continuous improvement as part of sustaining life-cycle management and new product development.

As an informatics team member of the Global Technical Service team, the SSS I will be responsible for service deliverables related to BD middleware solutions integrated with BD instrumentation and applied on BD or hospital infrastructure and interfaced with laboratory information systems.

The statements below intend to describe the general nature and level of work performed by associates assigned to this job. This job description does not intend to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified.

Job Summary:

As a Global Healthcare Informatics SSS I, you will be a member of our Global Technical Services team with the following key focus areas:

Job Responsibilities:

  • Leads resolution of globally escalated issues (Tier 3) and functions as the liaison between Service and other functions, leading the effort to determine root cause(s) for product performance issues, and provides timely feedback for product improvements
  • Supports technology used to interface with customer Laboratory Information Solutions (LIS) and Electronic Medical/Health Record (EMR/EHR) Systems
  • Tracks service-related product health and service performance metrics and makes appropriate recommendations for continuous improvement and operational efficiencies
  • Works with the R&D and learning/development departments to develop technical service documentation necessary to perform product installation, repair, troubleshooting and maintenance
  • Leads continuous improvement and sustaining projects with a primary focus on regional readiness and successful completion of field upgrades and software deployments
  • Act as a Core Team member or Extended Core Team member, supports new product development projects, representing the voice of service, and ensures design for serviceability, regional field service readiness and product life cycle management to meet all functional and business objectives
  • Develops, implements, and maintains overall customer support strategy for new and existing products based upon global service capabilities and commercial team initiatives
  • Is part of broader cross-functional teams within the organization and provides leadership to extended regional field service teams located around the world with a focus on enhancing service effectiveness and customer experience
  • Maintains the departmental standards of performance and promotes a safe working environment throughout the organization
  • The primary working hours are Eastern US time zone, but the person must be able to support our regional partners outside of that time zone when required
  • The person must be able to travel internationally for escalated support or training, if needed, with domestic/international travel up to 15% of the time

Skills and Competencies:

  • Problem Solving, Analytical Skills and Professional Judgement:
    • Demonstrates ability to use a combination of logic, analysis, experience, and methods to make sound, timely decisions and solve problems by creating effective solutions
    • Decision Making Quality: Independently defines parameters to make good decisions, acting on what is important
    • Courage & Independence: Executes tasks and decision-making with independence, self-correcting as needed with timely communication to management
    • Action Oriented: Skilled at identifying challenging tasks and seizes opportunity to contribute when success is attainable
    • Flexibility: Applies procedural flexibility where context allows to meet the needs of a specific situation or a client's needs
    • Process and Service Acumen: Well versed in service related processes and service engineering with ability to navigate within a matrixed organization
    • Process Effectiveness: Identifies efficient ways to design and implement process improvements, seeking guidance as needed with complex processes

  • Strategic and Tactical Planning:
    • Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demand
    • Demonstrates sound project management capabilities, with limited scope, to design, implement, and optimize service support strategies, for new product launches and field upgrades throughout the world
    • Accurately determines the length and difficulty of tasks and projects by breaking down into process steps and sets priorities to accomplish goal

  • Communication Skills:
    • Good presenter in formal and informal presentation settings, including one-on-one, small, and large groups, maintaining attention and managing group process during the presentation
    • Composure: Works well during periods of sustained stress, independently managing the effects of strong emotions
    • Influencing Others: Develops influential strategies, adapting presentation or discussion to appeal to the interest of others. Applies thoughtful action to achieve a specific impact
    • Organizational Agility: Awareness of organizational culture, knowing how to effectively navigate within a matrixed environment, and understands the origin and reasoning behind key policies, practices, and procedures
Minimum Qualification:

Education and Experience:

  • Bachelor's Degree in Computer Science, Information Technology, Health Informatics, Technical Engineering, Biomedical Engineering, or Systems Engineering or related education or equivalent work experience
  • Minimum of 3 years professional experience including leading teams in Health Informatics Solutions, Information Technology, or Systems Integration-related projects, to include experience with service, installation, configuration and troubleshooting of IT, networking and software
  • Minimum of 2 years experience with LIS and EMR/EHR integration configuration and support needs
  • Minimum of 2 years experience in ASTM and HL7 messaging
  • Proficient knowledge of interface engine technologies/workflow
  • Proficient in speaking/writing in English (primary communication language)
  • Proficient knowledge of Windows Server environments including Active Directory
  • Proficient knowledge of network hardware and network routing
  • Knowledge and experience with SQL databases, writing queries and reporting
  • Familiarization and experience with basic DOS commands
  • Experience in technical training delivery and authoring technical documentation
  • Intermediate knowledge of statistics and statistical analysis
  • Experience in a customer-facing consulting role

Additional Education/Skills Preferred:

  • Advanced degree in related field.
  • Service Engineering, Technical Field Service, Technical Support, Manufacturing, R&D, Laboratory Clinical Operations, New product development or other relevant experience
  • Intermediate or advanced knowledge of Healthcare Information Technology, especially with medical device hardware and software cybersecurity rules and regulations
  • Agile values, principles, and practices
  • Experience working in a global role
  • Experience working in a fully remote role
  • SAP, ServiceMax and/or Salesforce CRM

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

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Last Updated: 06-06-2024 05:06:34 AM
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