Job Description Summary

JOB DESCRIPTION:
Are you a technical savvy individual that enjoys meeting new customers and challenges with an expertise in troubleshooting highly complex electrical mechanical systems or automated equipment? If so this opportunity may be right for you!

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 ground-breaking 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  

Are you a technical-savvy individual who enjoys meeting new customers and challenges? Do you have expertise in solving highly sophisticated electrical, mechanical systems or automated equipment? If so, this opportunity may be right for you! 

BD Diagnostic is seeking a field-based Automation Service Engineer/Sr. Automation Service Engineer to provide on-site support in the Los Angeles, CA, area. This position is responsible for managing the relationship's success with an assigned set of customers to achieve the goals and objectives identified by the customer and BD. The individual will identify, evaluate, resolve, or raise customer pain points. In addition, the individual will act as a customer advocate and liaison back into the BD organization. This position also provides on-site support to BD Lab Automation customers, including installation, corrective maintenance, preventative maintenance, removals, and other support as needed. 

 

DUTIES AND RESPONSIBILITIES:   

• Onsite support for installing and servicing complex diagnostic laboratory automation instrumentation with minimal direct supervision.  Respond to emergency customer requests via dispatch by the Technical Service Center and complete all assigned tasks in accordance with current ISO (International Organization for Standardization) and GMP (Good Manufacturing Practices) standards. 

• Provide clear, timely, and effective communications to customers about service expectations, estimated arrival time, status of ongoing service activities, and service follow-up calls in support of BD Customer Experience (#CX) initiatives.   

• Utilizing troubleshooting techniques and analytical thinking skills to diagnose hardware/software issues, determine corrective action, and complete system repair.  

• Upgrading systems to enable compatible software on all computers. 

• Ability to work independently, diagnosing and solving with schematics, diagrams, service manuals, and other user documentation. 

• Play an active role in the maintenance and implementation of service documentation while regularly providing feedback to improve documentation efficiency within lab automation field service organization.  

• Finish the service documentation as required or as requested by other business functions in accordance with current GMP requirements. 

• Report and document all customer complaints in appropriate systems of record for resolution and investigation. 

• Manage trunk stock inventory within limits established by the Recommended Spare Parts Inventory list. 

• Maintain all assigned calibrated test equipment and tools in good working condition and calibration dates. 

• Demonstrate good judgment in the utilization of company credit cards while adhering to expense leve