Upgrade Specialist

Job Description Summary

The BD Technology & Engineering team is responsible for providing technical system recommendations/requirements to BD’s customers and working with the customers to deploy these servers and software in preparation for the local project team. Remote Upgrade Specialists are assigned to remotely upgrade medical device software in waves, or groups of devices, during their scheduled shifts. They also perform system health checks, device preparation, and troubleshooting. The Remote Upgrade Specialists collaborate with the project team, customer, support center, readiness team, and development as needed.

Duration of Employment: This position has a three year duration, with an anticipated end date of June 30, 2028. If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

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. 

Purpose

This position is responsible for deploying software upgrades, patches, and fixes remotely using the BD Remote Services Support (RSS) and BD Provision Portal software solutions on customer medical devices. The position will be accountable to work cross functionally in a team environment across multiple geographies and time zones.

Duration of Employment:  This position has a three-year duration, with an anticipated end date of June 30, 2028.  If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

Specific Duties, Activities and Responsibilities

• Assist MMS with Field Action execution, including customer notifications, obtaining customer acknowledgment forms, and follow-ups with customers to answer questions.

• Ensure all role related project records are accurate and up to date

• Ensuring compliance with all relevant BD policies, procedures, and applicable regulatory requirements

• Supports BD product teams to ensure the successful completion of their remediation projects

• Builds effective working relationships across functions and locations

• Maintains a solid focus on delivering high quality work; holds self to high quality standards

• Demonstrates adaptability for working in diverse environments; manage multiple tasks at a time and able to prioritize; work independently

• Demonstrates awareness of one's own emotions and impact on others and works to adjust accordingly and maintain composure; self-awareness

• Follows procedures and processes in an FDA regulated environment

• May assist in developing processes and procedures to support functional department strategies

• Recognizes unnecessary workflow steps and identifies alignments among processes to improve productivity; eliminates non-value-added tasks; self-starter who is curious

• Communicates effectively with customers; builds rapport and listens to needs and takes action to meet customer needs

• Maintains reporting tools and metric tracking systems by continually updating data; detail and thorough follow-up

• Seeks out initiatives and projects that will broaden experiences / skills and support critical organization capabilities

• Develops and updates process documentation

• May assist to train peers

Knowledge, Skills and Abilities

Communication

• Participate in conference calls with internal customers to facilitate documentation, training, and peer support

• Establish rapport with customers (internal & external) that is conducive to a long-term business relationship

• Provide team support and in-depth product information on BD products as assigned by manager

• Must be able to share expertise, gain consensus within teams and deliver concise and consistent communication

• Provide product feedback, technical insight, and customer requirements to internal team members

• Effectively communicates the vision and business need for change to others and maintains a positive perspective

Technical

• Communicates health check results and technical requirements to internal team and customers.

• Must be detail oriented, and demonstrate the ability to multitask consistent with established company and customer objectives

• Provide peer support and demonstrate the ability to understand cause and effect when analyzing a process, situation, or issue

• Demonstrate problem solving, solve, and system consultation related to BD products, standard process considerations and standardization

• Remotely deploy software packages using BD approved tools and guides.

• Collaborate with customers and internal project team on confirming specifications/requirements

Administrative

• Provide input to product documentation

• Participate in specialized projects and teams

• Work independently

• Align with all BD Technology and Engineering Policies and Procedures

• Timely completion of project documentation

• Monitor and supply updates on raised critical issues

• Possess solid organizational skills with the flexibility to readily adapt to change

• Recognize unnecessary workflow steps and identify processes that can be improved to increase productivity

• Participate in multi-functional teams with the purpose of improving process, workflow, and service

Qualifications:

• Computer Science, Technology or Healthcare work experience

• 2-3 years proven applied experience

• Goal and action oriented

• Read, write, speak English language; English proficient

• Deep technical orientation and experience deploying proprietary and standard applications

• Strong analytical skills to troubleshoot problems using logical/analytical methods

• Application/software packaging and deployment; desktop and system support services

• Understanding and experience of various Windows operating systems, Active Directory, domain security, 3/4/5), Bomgar (Beyond Trust), and SecureLink.

• Knowledge of cloud computing, SQL, AD, Windows-Unix/Linux, Remote access, and SQL scripting

Other:

• Position requires flexible working hours, often after normal daytime business hours, including nights and weekends. Ability to work independently from a home office.

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 https://bd.com/careers 

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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Required Skills

Optional Skills

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Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$28.80 - $47.30 USD Hourly