Field Service Engineer 1

Field Service Engineer

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.

Home-based part-time position with daily travel to customer sites in the Atlanta Georgia territory.

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.

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 equivalent 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 healthcare setting a plus. Excellent verbal and written customer service, telephone, troubleshooting and communication skills. Ability to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending and lifting. Must provide proof of, and maintain current immunizations and acquire additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox), Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis/Covid.

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 is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.