Technical Support Engineer

Technical Support Engineer (TSE)

As a Technical Support Engineer (TSE), you will deliver technical phone support and problem resolution for customers of BD Parata's pharmacy automation systems and solutions. You will guide customers and field employees in the operation, troubleshooting, and maintenance of hardware, software, electromechanical components, and related network and database applications.

The TSE must demonstrate strong customer service skills and the ability to deliver effective remote troubleshooting support to end users with varying levels of technical expertise. The ideal candidate will have prior experience diagnosing and resolving issues with technical products either in person or over the phone. Previous customer service experience and strong computer proficiency are essential. Because operations run 24 hours a day, seven days a week—including all holidays—the ability and willingness to work a flexible schedule when needed is critical.

Key Responsibilities:

• Provides technical support within a Technical Assistance Center environment. Consults with field service engineers, customer engineers, and other support staff to diagnose issues using technical knowledge and problem-solving skills. Utilizes technical manuals, schematics, and available resources to identify and resolve problems, requesting guidance from senior team members when necessary. Ensures follow-up with local service engineers to confirm issue resolution and maintain high levels of customer satisfaction.
• Troubleshoots issues related to computer workstations, servers, Windows OS, software, conveyors, controls, pneumatics, and other ancillary equipment used within large-scale pharmacy automation system.
• Applies electrical and mechanical engineering knowledge to diagnose and resolve problems involving robotics, servo systems, control boards, communication networks, and supervisory control systems.
• Maintains ownership and accountability for assigned issues by providing timely follow‑up, identifying recurring problems, monitoring progress, and clearly communicating status updates to customers.
• Documents all activities and service interactions in Salesforce, maintaining accurate service reports and contributing to the knowledge base for products and services.
• Fosters positive customer relationships by responding to inquiries and complaints in a professional, supportive, and solution‑oriented manner, ensuring issues are resolved efficiently and effectively.
• Represents the Technical Assistance Center on cross‑functional project teams as needed, providing subject matter expertise and feedback to support product and process improvements.

Minimum Requirements:

• High School Diploma or equivalent.
• Five (5) years of related Technical Support Engineering experience, or equivalent military technical training.
• Customer service experience within a technical support environment.
• Experience with DC motor control and related control algorithms.
• Knowledge of robotic control theory, including servo systems and PID controllers.
• Familiarity with networking hardware and software components.
• Ability to work flexible hours to support department operations, including scheduled weekend shifts and rotational holiday coverage.
• Willing and able to travel when required.

Preferred Qualifications:

• Associate's degree in a technical field (with 2+ years of related Technical Support Engineering experience).
• Prior field service experience with industrial or pharmacy automation systems.
• Hands-on PLC experience, including design, modification, and application support.
• Software knowledge; Microsoft, SQL, scripting languages, .NET Framework, C#, C++, remote support applications (BeyondTrust, Teamviewer, RDP, etc…) or IT support experience.

Work Environment and Physical Demands:

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible—without undue hardship to the company—reasonable accommodation will be made to enable individuals with disabilities to perform essential job functions.

• Work is primarily performed in an office environment with minimal exposure to adverse environmental conditions.
• Duties require frequent use of hands and fingers for activities such as typing, pinching, grasping, and other repetitive motions.
• Must have sufficient visual acuity to view a computer screen and the ability to talk, hear, and sit for extended periods.
• Must be able to lift, carry, and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
• Additional physical tasks may be required as necessary.
• Compliance with customer safety protocols is required when visiting customer sites.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

Salary Range Information: $79,600.00 - $131,300.00 USD Annual