Job Description Summary

We seek a dedicated Lead Field Service Technician to provide post-sale technical support to our customers through onsite engagements. As a Lead Field Service Technician, you will be responsible for ensuring the optimal performance of our equipment and delivering exceptional customer service. This role has the potential to include regional and national travel to support accounts.

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. 

Duration of Employment: This position has a one-year duration, with an anticipated end date of September 30, 2026.  If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

Key Responsibilities:

• Responsible for leading projects. First line of support for customer communications and onsite activities. Accountable for daily customer data submissions.

• Travel extensively to customer locations, fulfilling a field-based role

• Acquire and demonstrate proficiency in all skill sets required for the field service technician position, including preventive maintenance, calibration, active remediations, device disassembly/reassembly, implementation, check-in, and Skills Labs.

• Provide customer onsite and phone support services, including installation, troubleshooting, system and recall support, software maintenance, and upgrades

• Responds promptly to and resolves equipment errors and malfunctions, minimizing customer downtime and workflow interruptions

• Executes complex equipment and software installations, customizes configurations to meet sales design requirements.  

• Maintains high standards of product support quality documentation and ensures the training of service associates

• Continuously improving processes and developing efficient technical resolutions for supporting our products

• Ensures customer satisfaction through the support process and the entire customer life cycle

• Implements effective logistics, spare parts distribution, and knowledge tools to improve first-time-fix rates and accelerated response times.

• Travel expectations: High – 100% travel

• Ability to lift and transfer up to 70 lbs. individually

Educational Qualifications & Previous Experience:

• Associate degree, military training programs or equivalent field service experience. (3-5 years field experience)

• Strong computer skills with the ability to troubleshoot project setup, technical issues, and closeouts remotely within multiple software programs

• Self-motivated individual who can work independently or collaboratively within a team

• Develops competency in your area by performing routine work when required

• Possesses and maintains a valid driver's license and meets BD's auto safety standards.

Professional Skills & Key Competencies :

• Excellent communication and presentation skills for effectively conveying information to customers and internal business partners

• Ability to learn and understand detailed product knowledge of medical devices, software, basic networking, and electro/mechanical concepts

• Proficient in moderately complex hardware and software troubleshooting and repairs

• Strong time management and organizational skills to ensure on-time completion of project assignments, with the ability to work effectively with minimal direct supervision

• Coordinating travel arrangements and optimizing equipment to minimize customer downtime and workflow interruptions

Desired / Additional Skills & Knowledge:

• Background in biomedical, networking, military, or field-based technician roles

• Experience working in a healthcare environment