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 Capital Systems & Services Coordinator II is responsible for managing the customer experiences related to BD reusable products.  This position maintains the day-to-day activities of receiving and processing service requests, loaner/replacement logistic management, and capital inventory movements.

Essential / Key Job Responsibilities:

• Responsible to train to and obtain knowledge related to the functionality and troubleshooting of at least two BD reusable product.

• Receive and process incoming requests via phone & email.

• Responsible for accurately documenting all alleged deficiency's and the requested service on BD reusable capital equipment within the electronic service platform system.

• Accurately assigns IMDRF Annex A failure codes to assist service/complaint team with root cause evaluation/investigation.

• Responsible for accurately making complaint determination and determining reportable events on all reported issues.

• Responsible for accurately recording and documenting information received from customers and BD employees into the service platform and complaint management systems.

• Research capital equipment ownership and contract status using JD Edwards ERP system and AS400 contracts application.

• Research capital equipment service history using legacy trackwise and servicemax service platforms.

• Accurately initiate and process equipment loaner/replacement movements with the ERP system.

• Request and coordinate loaner/replacement, packaging materials and return labels for small packages and large crate shipments.

• Responsible for performing follow-up calls to customers, BD employees, and service depots for the return and repair of equipment.   

• Update replacement serial #’s within service records and contract agreements.

• Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information.

• Complies with all local BD quality policies/procedures/practices through consistent application of sound Quality Assurance principles.

Required Qualifications:

• Effective communication skills, written and verbal

• Proficient in Microsoft Office Suite, Document Management (MasterControl), Enterprise (JDE/SAP), AS400 Active Contracts system, Trackwise Complaint Management System, and Service Max service platform.

• Attention to detail

• Software application skills.

• Good organizational and problem-solving skills.

• Ability to work in cross-functional teams.

• Customer Service skills and ability to effectively communication with customers

Preferred Qualifications:

• Advanced Microsoft Office Suite skills

Education and/or Experience:

• Medical industry (GMP) experience preferred.

• Minimum 1 year experience in a reusable capital equipment complaint/service role or equivalent.

• High school diploma or GED required

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use sight, and use hands to manipulate, handle or feel objects, tools, controls, and office equipment. The employee frequently is required to verbally communicate with other associates. The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch. 

Work Environment:

While performing the duties of this job, the employee may be in an open cubicle environment.  Candidate must be able to work in a team-oriented, fast-paced environment. BD is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce.

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future. 

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