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. 

Do you have a passion for Troubleshooting and Problem Solving? Are you a phenomenal communicator with direct customer support experience? This is the role for you!

The Field Service Engineer will provide remote and on-site reactive service for our Medication Management Cabinets located within hospitals, nursing homes and other healthcare facilities. You will service primarily hardware and software system components. Additionally, the Field Service Technician will participate in the installation and upgrades of these systems and secondarily implement a preventative maintenance program. You will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues in all applicable Pyxis systems. 

Pyxis is BD’s innovative line of Pharmaceutical Dispensing and Storage products. Our Pyxis technologies combine shown technology with concrete intelligence to prevent medication errors, helps to free up clinician time to focus on patient care, increase the predictability of medication availability and reduce inefficiencies in the medication use process. At almost every point in the medication use process, safety and efficiency can be increased with the comprehensive capabilities of the Pyxis medication management system. 

Learn more: https://www.bd.com/en-us/products-and-solutions/products/product-brands/pyxis

**Home-based position with daily travel to customer sites in Seattle WA and surrounding territory. Road Warrior, with minimal overnight travel. Company vehicle provided. ** (3 year Clear MVR – Motor Vehicle Record, required)

This position is accountable for:

• Providing a first-class customer experience when repairing and maintaining BD products at customer sites

• Exceptional technical support. Resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.

• Commitment to quick response time. Reducing our customer downtime.

• Evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem.

• Performs reactive/proactive Preventive Maintenance as assigned.

• Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more sophisticated issues to advanced team members or department management. 

• Responsible for the overall ownership of the service order, or will ensure accurate critical issue processes are followed.

• Interviews customers to capture information about problem and leads user through diagnostic procedures to resolve source of error or cause of problem.

• Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.

• Consults with advanced team members and their liaisons to understand software and hardware errors. 

• Notifies appropriate internal personnel of issues at a particular account.

• Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.

• Leads parts per the parts management policy and procedures

Qualifications

• Daily travel from Home Base to client sites in your assigned area.

• 3-5 years experience or Associates degree in Technology or Healthcare related field preferred.

• Must be flexible with shift coverage in a 24x7 environment (On-Call rotation). 

• Prior 24x7 field customer service experience required. 

• Create real value for the customer with every interaction

• Military experience, a plus.

• Must possess and maintain a valid