Field Service Engineer

Field Service Engineer

Requirements

• High School Diploma
• 3-5 years of related work experience or a combination of Hardware/Software/IT experience
• 24×7 on-call experience in a customer-facing/field service environment, required
• Computer electronics, Windows OS, network experience, required
• Medical device or electromechanical device service/repair experience, required
• Customer Support Certification, required
• Must be able to work within defined processes and methodologies with minimal degree of supervision
• Must possess and maintain a valid driver’s license and meet BD’s auto safety standards.

Responsibilities

• Provide remote and on-site technical support for BD Pyxis automated dispensing systems located within hospitals and other healthcare facilities within the region and in accordance with our customer support agreements
• Respond to, evaluate, and prioritize work orders; diagnose, service, and resolve issues regarding proprietary hardware and software system components, retain ownership of the work order, increase issues to the team lead and manager; log, track, and document all work order activity, and be capable of fully supporting all products within the region
• Implement a preventive maintenance program, provide limited multi-functional support for our Sales and Implementation teams, and other support activities as applicable to the role
• Demonstrate a sufficient use of competency and a superior ability to solve hardware and software problems
• Provide efficient field services to all BD customers in a timely manner, including but not limited to installations, in-servicing, repair, preventive maintenance, calibration, and sales support
• Provide accurate and timely documentation that details field activity, expenses, time distribution and other information as required
• Continue training and self-development to learn the products and applications of the company for success in the role, advance skills, and attend management approved seminars and training sessions to advance to the next level in 3-5 years
• Possess and maintain a superior knowledge of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting.

Preferred Qualifications

• Prior experience working as a hospital pharmacy technician or in a hospital Bio-Med environment, a plus