Global Service Engineer
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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 be your best self. Be a maker of possible with us. The Global Service Engineer has the primary responsibility to support global service escalations. This role works with the Global Field Service Organizations and support functions such as R&D, Manufacturing Engineering, Quality, Sustaining Engineering, and others to restore the operation of our customer's instruments in the shortest time possible. The engineer prepares all service documentation including items such as service manuals, technical bulletins, field change notifications, theory of operation, troubleshooting guides, upgrade instructions, and parts lists. They identify procedures and create tools to facilitate effective troubleshooting and repair of products by field engineers. Monitoring service and reliability data from the field as well as management reports and repair center feedback is crucial. The engineer develops programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer downtime. Additionally, the Global Service Engineer creates and delivers product training programs to field service engineers, affiliates, and regional product support associates. They train domestic and affiliate field operatives with assistance from other departments as required and support the development of new products. The engineer assists in the development of product specifications to ensure reasonable reliability and serviceability, recommends product service strategies based on the evaluation of technical and business issues, and follows design development to gain product information, evaluate product designs, recommend improvements, and develop projections on reliability and frequency of maintenance. They also install and service new products during product trials, prepare and review technical service information, and support regional support engineers via telephone or on-site to resolve non-routine technical problems. The engineer attends reliability meetings and ECN reviews to provide service-based input into product change decisions, serves as a liaison between customer service and research, engineering, manufacturing, and quality assurance regarding the definition and resolution of product problems, and identifies trends and problems in the field to make recommendations to assist resolution. Promoting a safe work environment and participating in Environmental Health and Safety programs is also part of the role, along with addressing corrective actions whenever a hazard is identified and keeping abreast of the basic requirements for compliance in their area of work.
