Job Description Summary

BD Diagnostic is seeking a field based Sr. Field Service Engineer/Lab Automation Specialist to provide on-site support at various customer locations throughout the New Haven CT region. This position is responsible for managing the success of the relationship with an assigned set of customers in order to achieve the goals and objectives identified by the customer and BD. The individual will be responsible for identifying, evaluating, resolving or escalating customer pain points. In addition, the individual will act as customer advocate and liaison back into the BD organization. This position is also responsible for providing on-site support to BD Lab Automation customers, including installation, corrective maintenance, preventative maintenance, removals, and other support as needed.

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. 

DUTIES AND RESPONSIBILITIES:  

• Onsite support for install and service of sophisticated diagnostic laboratory automation instrumentation with minimal direct supervision.  Responds to emergency customer requests via dispatch by the Technical Service Center and finish the work you're doing 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 time of arrival, status of ongoing service activities, and service follow-up calls in support of BD Customer Experience (#CX) initiatives.  

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

• Upgrading systems to enable compatible software on all computers.

• Ability to work independently diagnosing and solving problems 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 assist with improving efficiency of documentation 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 Recommended Spare Parts Inventory list.

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

• Demonstrate good judgment in utilization of company credit card, while adhering to expense levels within the established business guidelines.

• Maintain and utilize company vehicle as prescribed by fleet vehicle contractor requirements, including vehicle service maintenance, cleanliness, and organization at all times.

• Complete all administrative requirements of the position within expected timeframes.

• Provide on-call support per published schedules, or on short-notice, as required in support of business needs.

• Maintain and demonstrate a professional appearance at all times.

• Support an inclusive and diverse work environment.

• Adhering to current regulatory requirements to include, but not limited to, HIPPA, OSHA, and FDA.

MINIMUM QUALIFICATIONS:

REQUIRED:

• Bachelors of Science Degree in a technical field of study, preferred fields: Electrical/Electronics/Informatics/Mechatronics/Biomedical or 10+ years of proven experience as an equivalent.

• Strong solid understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.

• Intermediate knowledge of information systems networking architecture design and set up.

• Intermediate understanding of computer software operating systems and the ability to speak with customer’s information technology personnel and lab leadership to schedule and complete routine software upgrades and maintenance.<