Automation Service Engineer - Baltimore, MD

Becton Dickinson Medical Devices•Sparks, DC

2d•Remote

About The Position

Waters Corporation, a global leader in life sciences, is seeking an Automation Service Engineer to provide on-site support at various customer locations throughout the Baltimore, MD, and Washington, DC areas. This field-based role is responsible for leading customer relationships, identifying and resolving customer pain points, and acting as a customer advocate within the BD organization. The position involves providing on-site support for BD Lab Automation (KiestrA) customers and COR, including installation, corrective maintenance, preventative maintenance, and other necessary support. The Automation Service Engineer (ASE) is a self-starter who delivers a best-in-class customer experience, works independently, and may require overnight travel on short notice. The shift for this role is Monday-Friday, 10 AM - 7 PM.

Requirements

Bachelor’s degree in Engineering, Electronic Technology, Computer Science, Biomedical or other related disciplines OR 10+ years of relevant experience in troubleshooting and/or repair of complex electro-mechanical, electronic, computer, or electrical systems in commercial, industrial, or military settings required.
Understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.
Intermediate knowledge of information systems networking architecture design and set up.
Intermediate understanding of computer software operating systems and the ability to speak with customer’s information technology personnel and lab leadership to schedule and complete routine software upgrades and maintenance.
Excellent verbal and written communication skills.
Outstanding customer service and soft skills.
Must possess and maintain a valid state-issued Real ID driver's license with at least 3 years of driving history and meet BD's auto safety standards.

Nice To Haves

Expertise in Robotics
Experience with Liquid Chromatography (LC) and Mass Spec (MS) instrumentation
Knowledge of Lab Information Systems (LIS) and database management
A+, Microsoft or Cisco accreditation advantageous
Understanding of basic computer security concepts and standard processes

Responsibilities

Promptly respond to customer needs and perform installations, maintenance, upgrades, and repairs using electronic and computer skills to ensure instruments meet specifications.
Primary laboratory systems include but are not limited to; KiestrA, Microbiology, Molecular, and LC/MS.
Revenue Generation, collaborate across service and support teams to drive field service revenue through billable offerings like preventive maintenance and equipment moves.
Lead customer expectations, by communicating work performed and providing follow up plan if needed.
Collaborate with customers to proactively schedule and complete system upgrades as needed.
Report and document all customer complaints in appropriate systems of record for resolution and investigation.
Maintain spare parts inventory, company-issued vehicle, and all assigned equipment (e.g., laptop, tools, test devices) in good condition and per policy.
Demonstrate good judgment in utilization of company credit card, while adhering to expense levels within the established business guidelines.
Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
Participate in weekend/holiday on-call rotation (~every 6 weeks), requiring local phone availability and potential national travel for instrument support.
Always maintain a professional appearance.
Must participate in vendor credentialing programs and finish the vendor credentialing requirements to gain and maintain access to customer facilities.