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. 

BD Parata is currently seeking a site dedicated Field Support Engineer in the Lousiville, KY regional area. The Field Support Engineer will provide sophisticated level technical support through the performance of on-site servicing and repair of sophisticated pharmacy automation and systems.  They will inspect and approve operational quality of system and equipment.  The FSE periodically will also install products and train customers on its operation.  When required, the FSE will lead new project teams and help create and update technical manuals and other product documentation.

Please visit below link for more information regarding Parata Pharmacy Automation products.

https://parata.com/

Key Responsibilities:

• Installation, calibration, testing, maintenance and repair of pharmacy automation equipment and systems in various pharmacy environments. Manage installation assignments and assigned customers within a district.

• Submit documentation and service reports via electronic reporting.

• Deliver strong customer service and problem resolution skills at new and existing client sites. Ensure customer satisfaction and maximum uptime by maintaining equipment functionality and by solving and repairing hardware and software related problems. Monitor status of problem resolution at all times.

• Instruct customers in the operation and maintenance of products. Serve as company liaison with customer on administrative and technical matters for assigned projects.

• Mentor entry-level service engineers.

• Increase knowledge, skills and abilities with focus on becoming a technical expert on core products.

• Prepared to respond to last-minute customer concerns which may require overnight stays.

• Apply technical expertise and statistical analysis techniques to diagnose problems; refer to technical manuals and schematics as needed.

• Ensure technical information is updated by reviewing and editing service manuals, service bulletins and product reference material.

• Develop and implement programs for sophisticated product training. Act as the Subject Matter Expert (SME) by providing detailed technical training. Assist entry-level FSEs to shorten the learning curve on new products.

• Cultivate positive customer relations by responding to complaints/inquires in a collaborative, supportive, and professional manner. Resolve problems in a timely and efficient manner.

Skills and Experience:

• Associates degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering or Biomedical Engineering Technology plus 3-5 years of experience in a field service role.

• Equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted.

• Excellent communication skills including good grammar, enunciation and listening skills.

• Highly motivated to provide superior customer care.

• The following networking and computer skills are required

• Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10

• Strong knowledge and ability to utilize windows utilities to diagnose problems.

• Ability to locate and edit configuration and XML files within a file structure.

• Knowledge of setup and use of routers and switches along with networking and TCP/IP

• Proficient knowledge of Microsoft Office required.

• Understanding of ghosting and re-imaging processes.

• Strong mechanical aptitude and the ability to use standard hand tools to perform mechanical work.

• Proficient with digital multi-meters and voltage/amperage testers.

• Previous training experience strongly preferred.

• True commitment to customer satisfaction with account management experience.