Job Description Summary

Field Service Engineer 1

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. 

Accountabilities:

• They will provide remote and on-site technical support for BD Pyxis automated dispensing systems located within hospitals and other healthcare facilities within the region and in accordance with our customer support agreements

• Respond to, evaluate, and prioritize work orders; diagnose, service, and resolve issues regarding proprietary hardware and software system components, retain ownership of the work order, increase issues to the team lead and manager; log, track, and document all work order activity, and be capable of fully supporting all products within the region

• Implement a preventive maintenance program, provide limited cross-functional support for our Sales and Implementation teams, and other support activities as applicable to the role

• Demonstrate a sufficient use of competency and a superior ability to troubleshoot hardware and software problems

• Provide efficient field services to all BD customers in a timely manner, including but not limited to installations, in-servicing, repair, preventive maintenance, calibration, and sales support

• Maintain proper and accurate small parts inventory for the purpose of service and follow approved policies and procedures for inventory controls

• Provide accurate and timely documentation that details field activity, expenses, time distribution and other information as required

• Continue training and self-development to learn the products and applications of the company for success in the role, advance skills, and attend management approved seminars and training sessions to advance to the next level in 3-5 years

• Maintain company assets (car, tools, and inventories) securely and in working order

• Possess and maintain a superior knowledge of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting

• Able to work independently and also in a team environment, and engage/raise to team leadership for sophisticated solving and resolution of issues as needed.

Qualifications for the BD Pyxis Field Service role:

• Associate Degree in Healthcare Technology preferred or 3-5 years of related work experience of combination Hardware/Software/IT experience

• 24x7 on-call experience in a customer-facing/field service environment, required

• Good mechanical, computer, verbal, written, and time management skills, required

• Computer electronics, Windows OS, network experience, required

• CompTIA A+ Certification, required

• Medical device or electromechanical device service/repair experience, required

• Customer Support Certification, required

• Must possess and maintain a valid driver's license and meet BD's auto safety standards.

Preferred Skills and Qualifications:

• Prior experience working as a hospital pharmacy technician or in a hospital Bio-Med environment, a plus

• Prior customer support center experience/training, a plus

• Prior military Bio-Med experience, a plus

• Prior Automated Teller Machine (ATM) experience, a plus

• Must be able to work within defined processes and methodologies with minimal degree of supervision

Physical Requirements

• Lifting requirements - Ability to lift 70 lb. objects from the floor to chest level. 

• Hand Powered Tools - Ability to operate powered drills, powered screw drivers, and other powered tools. 

• Manual Tool Manipulation - Ability to turn manual sockets, crescent wrenches, and screw drivers repeatedly over the course of an 8-to-10-hour day. 

• Ability to sit, kneel, squat, bend, and stand repeatedly in an 8–10-hour period to assemble and repair instrument suites. 

• Ability to push and pull heavy objects (on casters).

• Ability to perform fine m