Job Description Summary

The Field Service Engineer is a field based customer facing role that includes installing, servicing, maintaining, and implementing field corrective actions to the BD Life science equipment at our customer sites in the clinical and research laboratories, as well as supporting Marketing exhibitions and clinical trials. BD has built a customer centric organization and our Field Service Engineers represent the face of BD to our Customers.

The Field Service Engineer reports to the District Service Manager, and works directly with the district team Leads to obtain formal instrument training and field based OJT for certification on BD products. This position must comply with all Quality, GMP, ISO and safety regulations and adheres to company travel policies.

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. 

Summary:

BD Diagnostic is seeking a Field Service Engineer (FSE) to provide on-site support at various customer locations throughout Central Florida. This position is responsible for owning 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 FSE will be responsible for identifying, evaluating, resolving or raising customer concerns and issues. In addition, the individual will act as customer advocate and liaison back into the BD organization. This role is also responsible for providing on-site support to BD Lab instrumentation, including installation, corrective maintenance, preventative maintenance, removals, and other support as needed.

Responsibilities:  

• Onsite support for install and service of sophisticated diagnostic laboratory 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 solving techniques and analytical thinking skills to diagnose hardware/software issue, resolve 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 technical 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 detail all customer complaints in appropriate systems of record for resolution and investigation.

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

• Finish the 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.

• Support an inclusive and diverse work environment.

• Adhering to current regul