Field Service Technician, Burlington, North Carolina

Becton Dickinson Medical Devices•Sparks, NV

23h•Remote

About The Position

The Automation Servicer Engineer (ASE) is responsible for attending to service needs of BD Advanced Diagnostics customers within their assigned geographic territory, as well as nationally, on an as-needed basis, utilizing appropriate tools and test equipment and schematic diagrams. The ASE is a self-starter, with the ability to deliver a best-in-class customer experience, while working remotely without direct supervision and able to conduct overnight travel on short-notice. The Assigned Geographic Territory for this role is: Burlington, North Carolina we encourage candidates in or near this area to apply.

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.
Must possess a valid driver's license with at least 3 years of driving history, be available to work flexible hours, travel up to 50% of time outside home geographic area, and be on call as needed to meet business demands.
Ability to lift up to 30lbs frequently and 70lbs infrequently, handle standing/bending/stooping for up to 10 hours, push/pull materials up to 100lbs, and adhere to all company Personal Protective Equipment standards and guidelines.

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
Excellent verbal and written communication skills
Outstanding customer service and soft 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

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; BD COR, 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.
On-Call Support: 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.
Candidate must have a Real ID.