Bilingual System Support Specialist

Job Description

Job Description Summary
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 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.

The Bilingual System Support Specialist
is a key member of
BD's Global Technical Support Center of Excellence
—a 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.
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

• 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 de diagnostic automatisés de BD Life Sciences
. Nos installations de pointe à travers le monde offrent un environnement propice à l'épanouissement de nos collaborateurs talentueux et passionnés, leur permettant d'exceller dans leur domaine. Nous sommes constamment à la recherche de personnes exceptionnelles pour rejoindre notre entreprise dans sa quête d'excellence.

Responsabilités

• Répondre aux demandes d'assistance technique par téléphone, chat et courriel, en identifiant les problèmes des clients et en dépannant les instruments de complexité faible à modérée avec un minimum de supervision.
• Documenter avec précision toutes les interactions avec les clients dans le système de gestion du service.
• Assurer un suivi régulier des cas de service en cours afin de garantir une résolution rapide.
• Escalader les problèmes complexes ou non résolus au niveau supérieur (Ingénieur de soutien système niveau II).
• Collaborer étroitement avec les spécialistes du soutien avancé et les départements interfonctionnels selon les besoins.
• Initier les commandes de pièces nécessaires pour soutenir la résolution des services.
• Participer à la planification des horaires d'astreinte en fonction des heures de couverture du support.
• Utiliser des outils avancés tels que la réalité fusionnée et l'accès à distance aux systèmes pour améliorer les capacités de dépannage.
• 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 écrites.
• Effectuer d'autres tâches et missions selon les besoins.

Connaissances Et Compétences Requises

• Maîtrise des outils d'assistance à distance sécurisée 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
• Familiarité avec l'assemblage, la mise à niveau et la réparation de PC
• Maîtrise 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 clientèle par téléphone, chat et courriel
• Compétences efficaces en rédaction technique et en saisie au clavier
• Aptitudes interpersonnelles démontrées, sens de l'organisation et des priorités, avec une passion pour le service de qualité
• Capacité à gérer plusieurs tâches simultanément et à s'adapter à un environnement dynamique et rapide
• À l'aise pour travailler de manière autonome ou en collaboration avec une supervision modérée
• Forte orientation client et engagement envers un support axé sur les solutions

Formation Et Expérience Requises

• Détenir au minimum un DEP dans l'un des domaines suivants : électronique, informatique, génie biomédical ou automatisation, avec au moins 2 ans d'expérience en dépannage et réparation de systèmes électroniques, fluidiques et optiques dans le domaine des dispositifs médicaux ou dans une industrie similaire/connexe.
• Être bilingue en français et en anglais (lu, parlé, écrit).

Exigences Physiques Et Environnement De Travail

• Être en mesure de voyager jusqu'à 30 % du temps pour suivre des formations sur les instruments BD assignés, y compris des déplacements aux États-Unis dans les 2 à 6 premiers mois d'emploi, et périodiquement par la suite selon les besoins.

Qualifications Préférées

• Un diplôme universitaire en biologie ou dans un domaine scientifique connexe est souhaité.
• Une expérience en laboratoire ou en service sur le terrain dans les domaines de la cytométrie en flux, de l'immunologie, de l'immuno-oncologie, de la biologie moléculaire et cellulaire, ou dans une discipline biologique connexe est fortement souhaitée.
• La connaissance de la cytométrie en flux et du tri cellulaire constitue un grand atout.
• Une expérience avec les dispositifs médicaux, les systèmes d'information de laboratoire (LIS) et la gestion de bases de données est fortement souhaitée.

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 required. Consistent with BD's 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. It's also a place where we help each other be great, we do what's 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, 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.

To learn more about BD visit

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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

earlycareer

Required Skills
Optional Skills

Primary Work Location

CAN Mississauga - Derry Road West

Additional Locations

Work Shift