Bilingual System Support Specialist

About BD

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 us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Position Summary

We are the makers of possible. BD’s Global Technical Support Center of Excellence—an 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 Sciences’ automated diagnostic instruments.

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

• Bachelor’s 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 Spécialiste bilingue du support système

Est un membre clé du Centre d’excellence du support technique mondial de BD—une équipe dynamique et tournée vers l’avenir, engagée à fournir des conseils techniques experts, des consultations et un dépannage à distance aux clients internes et externes. Ce rôle constitue le principal point de contact pour les demandes techniques et vise à offrir un service client exceptionnel concernant le fonctionnement et l’entretien des instruments d