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Job Description SummaryField Service Engineer 1Job DescriptionBe part of something bigger!BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.Do you have a passion for Troubleshooting and Problem Solving? Are you a phenomenal communicator with direct customer support experience? This is the role for you!The Field Service Engineer will provide remote and on-site reactive service for our Medication Management Cabinets located within hospitals, nursing homes and other healthcare facilities. You will service primarily hardware and software system components. Additionally, the Field Service Technician will participate in the installation and upgrades of these systems and secondarily implement a preventative maintenance program. You will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues in all applicable Pyxis systems.Pyxis is BD’s innovative line of Pharmaceutical Dispensing and Storage products. Our Pyxis technologies combine shown technology with concrete intelligence to prevent medication errors, helps to free up clinician time to focus on patient care, increase the predictability of medication availability and reduce inefficiencies in the medication use process. At almost every point in the medication use process, safety and efficiency can be increased with the comprehensive capabilities of the Pyxis medication management system.Learn more: https://www.bd.com/en-us/products-and-solutions/products/product-brands/pyxisHome-based position with daily travel to customer sites in the Denver and surrounding territory. Road Warrior, with minimal overnight travel. Company vehicle provided. (3 year Clear MVR – Motor Vehicle Record, required)This position is accountable for:Providing a first-class customer experience when repairing and maintaining BD products at customer sites
Exceptional technical support. Resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.
Commitment to quick response time. Reducing our customer downtime.
Evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem.
Performs reactive/proactive Preventive Maintenance as assigned.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more sophisticated issues to advanced team members or department management.
Responsible for the overall ownership of the service order, or will ensure accurate critical issue processes are followed.
Interviews customers to capture information about problem and leads user through diagnostic procedures to resolve source of error or cause of problem.
Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.
Consults with advanced team members and their liaisons to understand software and hardware errors.
Notifies appropriate internal personnel of issues at a particular account.
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
Leads parts per the parts management policy and procedures
QualificationsDaily travel from Home Base to client sites in your assigned area.
3-5 years experience or Associates degree in Technology or Healthcare related field preferred.
Must be flexible with shift coverage in a 24x7 environment (On-Call rotation).
Prior 24x7 field customer service experience required.
Create real value for the customer with every interaction
Military experience, a plus.
Must possess and maintain a valid driver's license and meet BD's auto safety standards.
Minimum 2 years PC experience; networking experience required.
A+ certification preferred.
Experience supporting automation equipment in a healthcare setting a plus.
A strong communicator, setting clear expectations and ability to build strong relationships with BD customers.
Must be able to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending and lifting.
Must provide proof of, and maintain current immunizations, boosters and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox), Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis & Covid-19
At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under “Our Commitment to You”. The anticipated compensation range for this position is $28-$29hr and the compensation offered will depend on the candidate’s qualifications.BD follows the Pay Transparency and non-discrimination provisions described by the Colorado Department of Labor and Employment (CDLE).Interested in career growth?BD empowers you to be the driver of your career and supports continuous growth through career blueprinting - aligning your aspirations with organizational need. Use development opportunities that include BD University courses taught by our senior leaders, leadership roles within Associate Resources Groups, stretch assignments for new experiences, global succession planning, and tuition reimbursement.BD offers extensive opportunities and ways to grow from our Field Service Technician role. You may choose to remain in this amazing division and utilize our leadership or development programs.You may also want to expand your Customer Service skills and move into one of our additional Professional Service roles. Opportunities may include Implementation Specialist/Analyst/Consultant - Implementation Management or even our Customer Success Specialist who support our customers once they are utilizing our products onsite. The opportunities and support are endless at Becton Dickinson.For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.Why join us?A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.To learn more about BD visit https://jobs.bd.com/Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.Primary Work LocationUSA CA - San Diego Bldg A&BAdditional LocationsWork ShiftAt BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You (https://jobs.bd.com/benefits) .Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.Salary Range Information$22.10 - $34.30Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
