Field Service Engineer - San Jose, CA

Becton Dickinson Medical Devices•Sparks, NV

20h•Onsite

About The Position

This position is responsible for maintaining the relationship's success with an assigned set of customers to achieve the goals and objectives identified by the customer and BD. The individual will identify, evaluate, resolve, or raise customer pain points. In addition, the individual will act as a customer advocate and liaison back into the BD organization. This position also provides on-site support to BD Lab Automation customers, including installation, corrective maintenance, preventative maintenance, removals, and other support as needed.

Requirements

Bachelor of Science Degree in a technical field of study, preferred fields: Electrical/Electronics/Informatics/Mechatronics/Biomedical or 5+ years of proven experience as an equivalent.
Strong solid understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.
Intermediate knowledge of information systems networking architecture design and setup.
Intermediate understanding of computer software operating systems and the ability to speak with customers’ information technology personnel and lab leadership to schedule and complete routine software upgrades and maintenance.
Understanding of basic computer security concepts and best practices.
Proficient in performing software installations and upgrades.
Good verbal and written communication skills.
Outstanding customer service and soft skills.
Good problem-solving and critical thinking skills
Must possess and maintain a valid state-issued driver's license with at least 3 years of driving history and meet BD's auto safety standards.
Must be able to work flexible hours throughout the work week while traveling to various US Customer locations.
Must be available for work on call as needed and be flexible to meet business needs.
Flexibility to travel up to 50% of the time outside of the home geographic area, based upon business needs.

Nice To Haves

Expertise in Robotics
5+ years of experience in a technical field demonstrating installation, maintenance, and troubleshooting of highly sophisticated instrumentation.
Knowledge of Lab Information Systems (LIS) and database management.
A+, Microsoft, or Cisco accreditation advantageous .

Responsibilities

Onsite support for installing and servicing complex diagnostic laboratory automation instrumentation with minimal direct supervision.
Respond to emergency customer requests via dispatch by the Technical Service Center and complete all assigned tasks 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 arrival time, status of ongoing service activities, and service follow-up calls in support of BD Customer Experience (#CX) initiatives.
Utilizing troubleshooting techniques and analytical thinking skills to diagnose hardware/software issues , determine 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 user documentation.
Play an active role in the maintenance and implementation of service documentation while regularly providing feedback to improve documentation efficiency 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 document all customer complaints in appropriate systems of record for resolution and investigation.
Lead trunk stock inventory within limits established by the Recommended Spare Parts Inventory list.
Maintain all assigned calibrated test equipment and tools in good working condition and calibration dates.
Demonstrate good judgment in the utilization of company credit cards 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.
Maintain and demonstrate a professional appearance at all times .
Support an inclusive and diverse work environment.
Adhering to current regulatory requirements to include, but not limited to, HIPPA, OSHA, and FDA.
Must participate in vendor credentialing programs and finish the vendor credentialing requirements to gain and maintain access to customer facilities.