Field Service Technician (Charleston, South Carolina)

Becton Dickinson Medical Devices•Charlotte, NC

11d•Onsite

About The Position

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. Summary: The BD Diagnostic Team is seeking a field based Automation Service Engineer to provide on-site support at various customer locations throughout the Charleston SC region. This position is responsible for managing the success of the relationship with an assigned set of customers in order to achieve the goals and objectives identified by the customer and BD. The individual will be responsible for identifying, evaluating, resolving or raising customer struggles. In addition, the individual will act as customer advocate and liaison back into the BD organization. This position is also responsible for providing on-site support to BD Lab Automation customers, including installation, corrective maintenance, preventative maintenance, removals, and other support as needed.

Requirements

High School diploma plus 7+ years proven experience in a technical field demonstrating installation, maintenance, and troubleshooting of highly sophisticated instrumentation.
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.
Strong understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.
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.
Proficient in performing software installations and upgrades.
Must be available for work on call as needed and be flexible to meet business needs traveling to various US Customer locations.
Flexibility to travel up to 50% of time outside of home geographic area, based upon business needs.
Able to lift up to 30lbs frequently and up to 70lbs infrequently
Able to push/pull materials up to 100lbs
Able to handle standing, bending and stooping over a prolonged period of time (up to 10 hours)
Adhere to all PPE (Personal Protective Equipment) standards/guidelines required by company policy.

Nice To Haves

Bachelors of Science Degree in a technical field of study, preferred fields: Electrical/Electronics/Informatics/Mechatronics and BioMedical
Knowledge of Lab Information Systems (LIS) and database management.
Expertise in Robotics
A+, Microsoft or Cisco accreditation.

Responsibilities

Onsite support for install and service of sophisticated diagnostic laboratory automation instrumentation with minimal direct supervision.
Responds to emergency customer requests via dispatch by the Technical Service Center and finish the work you're doing 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 time of arrival, status of ongoing service activities, and service follow-up calls in support of BD Customer Experience (#CX) initiatives.
Work independently diagnosing and solving problems with schematics, diagrams, service manuals and other user documentation.
Applying troubleshooting techniques and analytical thinking skills to diagnose hardware/software issue, determine corrective action, and complete system repair.
Upgrading systems to enable compatible software on all computers.
Play an active role in the maintenance and implementation of service documentation, while regularly providing feedback to assist with improving efficiency of documentation within lab automation field service organization.
Complete 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 with 48hours of notification.
Provide on-call support per published schedules, or on short-notice, as required in support of business needs.
Adhering to current regulatory requirements to include, but not limited to, HIPAA, OSHA, and FDA.
Must participate in vendor credentialing programs and complete the vendor credentialing requirements to gain and maintain access to customer facilities.