BD (Becton, Dickinson and Company) Lead Technical, Product Support/Repair in San Diego, California
Job Description SummaryThe Lead Technical, Product Support/Repair Prioritizes assigns daily repair activities to Service employees. Assists Service Supervisors in performance evaluations, employee training, compliance with the Quality System, repair activity reporting and continual process improvements. Troubleshoots, repairs, calibrates, and tests Alaris instruments returned from customers for repair or preventative maintenance.
The Lead Technical, Product Support/Repair monitors the quantity of units waiting for repair and in WIP, evaluates repair priority and assigns workload to service staff. Coordinates the production of reconditioned equipment to meet customer orders. Authorizes overtime work assignments.
Ensures compliance to the Quality System and modifies practices, procedures and documentation to improve Service quality performance. Trains service employees on the Quality System and participates in routine audits.
Trains technicians on SAP use and data entry, use of Technical Service Manuals, Change Orders, Service Bulletins, Technical Support Updates, Manufacturing Procedures, Service Test Procedures, ESD controls, service processes and techniques for repairs, safety, and inventory guidelines.
Continually seeks ways to improve the servicing process for increased efficiency, quality, profitability and customer satisfaction. Participates in implementing required changes to service methods, documentation and reporting.
Provides direct Feedback to service employees on meeting performance and output expectations and provides input to the Service Supervisors for developing annual performance evaluations.
Assists the Service Supervisors in producing service reports for performance metrics.
Develops customer form letters, data spreadsheets, forms and check-sheets for use by service employees. Represents the service department in cross-functional teams and special projects.
Determines if problems found during instrument repair constitute a product complaint and initiates investigation if needed. Investigates product complaints to determine root cause and recommends corrective action.
Travels to customer sites and may assume a leadership role in implementing repairs, updates or installations.
Trains other technicians and inspectors on product repairs, maintenance, operation, and/or testing.
Recommends product improvements, authors change orders and works with engineers to successfully implement service changes. Provides “what if” technical input to engineering and service management to analyze and correct field problems. Leads field implementation and check-in teams, as needed.
Reviews newly released change orders to determine service impact and assist with implementation.
Complies with all applicable government regulations and follows related area procedures.
Associate’s degree (AA) or equivalent from a two year college or technical school, Electronic Technician Certificate, or completion of equivalent technical courses plus a minimum of 9 years related experience; or equivalent combination of education and experience. Broad, comprehensive knowledge of products and service processes.
Department role model: Highest level of productivity, quality and goal achievement. Demonstrated leadership and supervisory skills and aptitude.
Ability to work from5:00 AM -1:30 PM.
Knowledge of assembly and repair techniques and equipment. Ability to repair a wide variety of surface mount and through hole assemblies. Effectively uses all types of electronic troubleshooting and repair equipment including oscilloscopes, multimeters, surface mount soldering equipment, frequency counters, etc. Works with little supervision or product specific training. Knowledge Microsoft computer applications, databases, networking and wireless communication network protocols.
These are only minimum qualifications for this position at this grade level. Other factors are taken into consideration when deciding what position and grade level to place an employee such as performance level, capable contribution level and company need.
Lean operations experience a plus.
Specific Skills & Abilities
Strong Ability to read and interpret technical information such as schematics, diagrams and manuals. Effectively presents information and responds to questions from engineers, supervisor, and other repair technicians. Selects repair codes which effectively represent the symptom and failure cause. Translates non-technical customer information to arrive at the accurate reason for return. Responds to customer inquires and provides accurate written and verbal information describing repairs and testing performed. Writes detailed reports summarizing results of complaint investigations.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to construct and interpret bar graphs and flow charts. Knowledge of basic algebra. Determines component values based on schematics.
Ability to solve practical problems and deal with a variety of concrete and abstract variables in standardized and non-standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Determines which procedure is appropriate for a specific product problem. Able to determine root cause for standard and non-standard product and component failures. Applies theoretical physics concepts to practical user applications.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee frequently is required to stand, sit, and walk and to talk or hear.
The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee occasionally works near moving mechanical parts. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.