Technical Support Engineer

Becton Dickinson Medical Devices•Durham, NC

13d•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. Position overview As a Technical Support Engineer, you will provide technical phone support and problem resolution for customers of Parata's Central Fill pharmacy systems, solutions, and automation products. You will instruct customers and field employees in the operation and maintenance of hardware, software, electro-mechanical and related network and database applications. Previous experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.

Requirements

Two to five years Technical Support Engineering experience with an Associate’s degree in a technical, STEM field.
Five or more years of Technical Support Engineering may be considered in lieu of education.
Ideal candidate will have working knowledge around Controls, Networking and Servers
Experience with DC motor control and control algorithms
Robotic control theory, including servo systems and PID controller
Software knowledge; Microsoft, SQL, scripting languages, . NET Framework, C#, C++ , remote support applications (BeyondTrust, Teamviewer, RDP, etc…).
Networking and Server experience a must
Proven customer service experience in a technical support environment.
Possess solid customer service skills.
Ability to ensure effective remote troubleshooting techniques with end users of various levels of technical expertise.
Possess Critical thinking ability and logical troubleshooting ability

Nice To Haves

IT support experience a plus.
PLC experience with design, modification, and application recommended
Prior field service experience with industrial / pharmacy automation systems strongly preferred

Responsibilities

Provides technical support in a Technical Assistance Center environment.
Consults with field service and customer engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follows up with local service engineers to ensure problem resolution and customer satisfaction.
Troubleshoots issues with computer workstations, servers, windows OS, software, conveyors, controls, pneumatics, and ancillary equipment used in a large-scale pharmacy automation system.
Apply knowledge of electrical, and mechanical engineering in troubleshooting for products including robotics, servo systems i.e. Programmable Logic Controller Boards, communications networks, and supervisory control systems
Maintains problem ownership and accountability.
Follows up on problems, identifies recurring issues, process status, and updates customer.
Maintains documentation and service reports in Salesforce along with a knowledge base of the products and services available to the customer.
Fosters positive customer relations by responding to complaints/inquiries in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner.
May represent Technical Assistance Center interests on cross-functional project teams as needed.

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