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 overview
As a Technical Support Engineer, you will provide technical phone support and problem resolution for customers of Parata's Central Fill pharmacy systems, solutions, and automation products. You will instruct customers and field employees in the operation and maintenance of hardware, software, electro-mechanical and related network and database applications. Previous experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.

Key Responsibilities

• Provides technical support in a Technical Assistance Center environment.  Consults with field service and customer engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follows up with local service engineers to ensure problem resolution and customer satisfaction.

• Troubleshoots issues with computer workstations, servers, windows OS, software, conveyors, controls, pneumatics, and ancillary equipment used in a large-scale pharmacy automation system.

• Apply knowledge of electrical, and mechanical engineering in troubleshooting for products including robotics, servo systems i.e. Programmable Logic Controller Boards, communications networks, and supervisory control systems

• Maintains problem ownership and accountability.  Follows up on problems, identifies recurring issues, process status, and updates customer.

• Maintains documentation and service reports in Salesforce along with a knowledge base of the products and services available to the customer.

• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner.

• May represent Technical Assistance Center interests on cross-functional project teams as needed.

Skills and Experience

• Two to five years of related, TSE experience with an Associate’s degree in a technical field.  Five or more years of applicable experience may be substituted for the formal education requirement.  

• Prior field service experience with industrial / pharmacy automation systems strongly recommended.

• PLC experience with design, modification, and application recommended

• Experience with DC motor control and control algorithms

• Robotic control theory, including servo systems and PID controller

• Software knowledge; Microsoft, SQL, scripting languages, .NET Framework, C#, C++, remote support applications (BeyondTrust, Teamviewer, RDP, etc…) or IT support experience a plus.

• Proven customer service experience in a technical support environment.

• Possess solid customer service skills. Ability to ensure effective remote troubleshooting techniques with end users of various levels of technical expertise.

• Familiarity with networking hardware and software components.

Work environment and physical demands

• The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

• Work will primarily be in an office setting with limited opportunities to be exposed to adverse environmental conditions.

• Work will be primarily working with fingers by picking, pinching, typing, and grasping often with repetitive motion. 

• Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.