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. 

Position Summary:

• We seek a dedicated Field Service Technician to provide post-sale technical support to our customers through onsite engagements. As a 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. 

Key Responsibilities:

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

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

• Acquire and demonstrate proficiency in all skillsets required for field service technician position, including preventive maintenance, active remediations, device disassembly, and calibration

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

• Responds promptly to and resolve 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 ensure the training of service associates

• Continuously improve processes and develop efficient technical resolutions for supporting our products

• Ensures customer satisfaction throughput that support process and entire customer life cycle

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

Educational Qualifications & Previous Experience

• Associate degree or equivalent 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

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

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

Professional Skills & Key Competencies

• Excellent communication and presentation skills for effectively conveying information to customer 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 optimize 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

• Strong computer skills and comfort with troubleshooting with various Microsoft applications, including Outlook, Excel, Word, and OneNote, Bomgar, etc.

Additional Information

• Weekend and overtime hours required not optional

• Maintain compliance with customer vendor credentialing standards, including proof of immunizations,