Field Service Engineer - Salt Lake City, UT

Summary

BD is a global medical technology company developing healthcare solutions, including the BD Pyxis medication management system. The Field Service Engineer provides remote and on-site technical support for automated dispensing systems at healthcare facilities, including installations, repairs, preventive maintenance, calibration, and customer support.

Responsibilities

• They will provide remote and on-site technical support for BD Pyxis automated dispensing systems located within hospitals and other healthcare facilities within the region and in accordance with our customer support agreements, best-in-class of DHA/DoD facilities
• Respond to, evaluate, and prioritize work orders; diagnose, service, and resolve issues regarding proprietary hardware and software system components, retain ownership of the work order, escalate issues to the team lead and manager; log, track, and document all work order activity, and be capable of fully supporting all products within the region
• Implement a preventive maintenance program, provide limited multi-functional support for our Sales and Implementation teams, and other support activities as applicable to the role
• Demonstrate a moderate use of competency and an appropriate ability to solve hardware and software problems
• Provide efficient field services to all BD customers in a timely manner, including but not limited to installations, in-servicing, repair, preventive maintenance, calibration, and sales support
• Maintain proper and accurate small parts inventory for the purpose of service and follow approved policies and procedures for inventory controls
• Provide accurate and timely documentation that details field activity, expenses, time distribution and other information as required
• Continue training and self-development to learn the products and applications of the company for success in the role, advance skills, and attend management approved seminars and training sessions to advance to the next level in 2-3 years
• Maintain company assets (car, tools, and inventories) securely and in working order
• Possess and maintain a solid understanding of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting
• Able to work independently and in a team environment, and engage/escalate to team leadership for sophisticated solving and resolution of issues as needed

Skills

• Associate Degree in Healthcare Technology or other technical field, or 3-5 years of related work experience
• 3-5 years of combination Hardware/Software/IT experience supporting both proprietary and standard applications
• 24x7 on-call experience in a customer-facing/field service environment, required
• Good mechanical, computer, verbal, written, and time management skills, required
• Computer electronics, Windows OS, network experience, required
• Must be able to work within defined processes and methodologies with minimal degree of supervision
• Must possess and maintain a valid driver's license and meet BD's auto safety standards
• Upon hire, must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential 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
• Weight lifting requirement: minimum 70 pounds
• Customer Support Certification, a plus
• Prior experience working as a hospital pharmacy technician or in a hospital Bio-Med environment, a plus
• Prior military Bio-Med experience, a plus
• Prior Automated Teller Machine (ATM) experience, a plus

Qualifications

Must Haves

• Associate Degree in Healthcare Technology or other technical field, or 3-5 years of related work experience
• 3-5 years of combination Hardware/Software/IT experience supporting both proprietary and standard applications
• 24x7 on-call experience in a customer-facing/field service environment, required
• Good mechanical, computer, verbal, written, and time management skills, required
• Computer electronics, Windows OS, network experience, required
• Must be able to work within defined processes and methodologies with minimal degree of supervision
• Must possess and maintain a valid driver's license and meet BD's auto safety standards
• Upon hire, must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential 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
• Weight lifting requirement: minimum 70 pounds

Nice to Haves

• Customer Support Certification, a plus
• Prior experience working as a hospital pharmacy technician or in a hospital Bio-Med environment, a plus
• Prior military Bio-Med experience, a plus
• Prior Automated Teller Machine (ATM) experience, a plus

Benefits

• Company vehicle provided
• Remote field-based position