Job Description Summary

Field Service Engineer

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 inspiration 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. 

**Home-based PART-TIME position with daily travel to customer sites in the Roanoke, VA territory.  The ideal candidate will reside within the Roanoke, VA area with minimal overnight travel.**

Business Description 

Pyxis technologies combines proven technology with practical intelligence to prevent medication errors, help 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: http://www.bd.com/en-us/offerings/brands/pyxis

Accountabilities 

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

This position is accountable for:

• Provides technical support to external customers to resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.

• Responds to, 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, calling out more complex issues to other experienced team members or department management. 

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

• Interviews customers to gather 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.

• Manages parts per the parts management policy and procedures

Qualifications

• Must be flexible with shift coverage in a 24x7 environment. 

• Prior 24x7 field customer service experience preferred. 

• Strong customer service skills required.

• 2-5 years equivilent work experience or Associates degree in Technology or Healthcare related field preferred.

• Military experience, a plus.

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

• Minimum 2 years PC experience; networking experience required.

• A+ certification preferred.

• Experience supporting automation equipment in a healthc