Product Support Specialist, Repairs

**Job Description Summary**:
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 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.

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 you’ll be supported to learn, grow and become your best self. Become a **maker of possible** with us.

As the **Product Support Specialist, Repairs**, you will be troubleshooting Infusion Pumps technical problems, diagnosing, analyzing and/or repairing products in a medical environment and hospitals. You will have a knowledge of concepts related to systems, products, processes and business practices to diagnose and remedy system issues, identifies and coordinates basic system and device issues. **This onsite based position will be in our offices in Mississauga, ON.**

**Key responsibilities will include**:

- Provides technical support to external customers to resolve issues regarding proprietary software & hardware
- Performs reactive/proactive Preventive Maintenance as assigned
- Responsible for the overall ownership of the service order or ensure escalation processes are followed appropriately.
- Interviews customers to collect information about known issues, then leads user through diagnostic procedures to determine source of error or cause of problem.
- Logs and tracks all service order activity in SAP ECC, Salesforce, maintains service history records and related problem documentation.
- Consults with advanced team members and their liaisons to understand software and hardware errors.
- Cleans and maintains all equipment and pumps. Assists with the picking and packing of medical equipment.
- Provide technical assistance and instruction on equipment operation and maintenance of the equipment.
- Responsible for pre-install checks, routine checks, trouble shooting and restoration of equipment to determine that the equipment is functioning according to manufacturers’ specifications.
- Update and provide management with feedback regarding any improvement strategies that may be implemented
- Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
- Manages parts per the parts management policy and procedures
- Transport equipment and supplies as needed.
- Applies knowledge and skills to complete own work
- Depends on others for instruction, guidance and direction
- Develops competence in own area by performing routine work
- Possess and maintain a valid driver's license and a past clean driving record for a minimum of 3 years, as well as meet BD's auto safety standards

**Knowledge and Skills**:

- Understands and applies a disciplined troubleshooting methodology when interfacing with customers on advanced technical issues.
- Demonstrates excellent interpersonal skills, solid organizational, prioritization skills and a passion for providing excellent service.
- Ability to multi-task and be adaptable to changing business environments.
- Strong analytical and problem-solving skills.
- Comfortable working in a cross functional dynamic team environment.
- Ability to work independently and as part of a team.
- Proficient with MS Office tools such as Outlook, Word, Excel, PowerPoint, etc.
- Knowledge or experience with SAP, Salesforce an asset.
- Exhibits a keen attention to detail and a profound passion for their work.
- Must be able to travel up to 20% across Canada, or as needed.
- Fluent in English (read, write, speak) with a superb customer service skill. French is an asset.

**Education and experience required**:

- College or University graduate in Biomedical Electronics, Biomed Technology and/or Healthcare related field.
- Preferred field customer service experience, with basic knowledge of theories, practices and procedures in a job family or skill within the medical device space.

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 Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or requi