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Job Description

Summary: 

The BD Pyxis Field Service Engineer I provides remote and on-site technical support for BD automated dispensing systems across the assigned region, including Department of Defense (DoD) and Defense Health Agency (DHA) facilities. This role is responsible for troubleshooting, repairing, and maintaining proprietary hardware and software systems while ensuring regulatory compliance, service quality, and strong customer relationships.

Responsibilities of a Field Service Engineer 1

Technical Support & Troubleshooting

• Provide remote and on-site technical support for automated dispensing systems, including support for DHA and DoD facilities.

• Respond to, evaluate, prioritize, and resolve work orders within service-level expectations.

• Diagnose and repair proprietary hardware and software components with full case ownership.

• Independently troubleshoot complex issues and escalate to Senior or Lead FSEs as needed.

• Support government accounts requiring eligibility for a CAC (Common Access Card).

Field Services & Preventive Maintenance

• Execute preventive maintenance programs to ensure system reliability and uptime.

• Perform installations, in-servicing, repairs, calibrations, and general technical support.

• Maintain accurate inventory of spare parts in accordance with company policy.

• Properly maintain company-issued assets including vehicle, tools, and equipment.

Customer Communication & Relationship Management

• Build positive customer relationships through professional communication and timely support.

• Document service activities, expenses, and time logs accurately using approved tools.

• Partner with Sales and Implementation teams to support deployments and customer experience.

Compliance, Documentation & Quality

• Follow service procedures including complaint handling and Medical Device Reporting.

• Ensure all service documentation meets regulatory and corporate requirements.

• Uphold company safety policies, quality expectations, and operational standards.

Training & Professional Development

• Participate in ongoing training to expand technical knowledge of BD product lines.

• Attend manager-approved seminars, training sessions, and development programs.

• Stay informed on emerging technologies, best practices, and system updates.

Teamwork & Collaboration

• Work independently and collaboratively to meet service goals and commitments.

• Support leadership with escalations, advanced troubleshooting, and case resolution.

• Contribute to preventive service culture through shared insights and proactive support.

Required Experience & Qualifications

• 1–3 years of combined hardware, software, and IT support experience with both proprietary and standard applications.

• Ability to meet eligibility requirements for obtaining access to all Federal Government Facilities to include Department of Defense, Bureau of Prisons, Veterans Affairs Hospitals, Indian Health Services Facilities and any other Local/State/Federal Facilities requiring Background Investigations, up to and including required identification badges for access to said facilities.

• Strong troubleshooting, diagnostic, and problem-solving skills.

• Excellent communication, customer service, and documentation abilities.

• Ability to work independently, handle multiple priorities, and travel as required.

Skills & Experience

• Remote and on-site technical support for automated dispensing systems.

• Work-order evaluation, prioritization, and resolution.

• Diagnosis and repair of hardware/software components.

• Preventive maintenance, installations, repairs, and calibrations.

• Inventory management and adherence to company policy.

• Professional customer communication and relationship development.

• Accurate service documentation including expenses and time tracking.

• Comp