What are the responsibilities and job description for the Field Support Engineer (Greensboro, NC), Mid-Level position at Jobright.ai?
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Job Summary:
BD is one of the largest global medical technology companies in the world, focused on advancing health. The Field Support Engineer will provide technical and customer support for BD Parata’s pharmacy automation products, ensuring customer satisfaction and equipment maintenance while traveling regionally.
Responsibilities:
• Deliver world class customer service and problem resolution skills at new and existing client sites.
• Cultivate positive customer relations by responding to complaints/inquires in a collaborative, supportive, and professional manner.
• Ensure customer satisfaction and maximum uptime by maintaining equipment and preemptively resolving potential issues.
• Instruct customers in the operation and daily maintenance of BD Parata’s suite of pharmacy automation products.
• Respond within SLA requirements to break/fix service requests.
• Collaborate with regional and national service team members to identify and resolve complex problems.
• Periodically assist Product Implementation Team with installation of new automation.
• Provide detailed descriptions of issues and resolution actions in Salesforce Field Service Lightning.
• Provide feedback on products and services to management and engineering to help drive efficiency and product improvement.
• Be a highly responsible professional who can perform work independently with little supervision.
• Maintain professional appearance in line with company policy.
• Periodic travel outside of the local region and overnight stays may be required.
• Weekend and holiday coverage as well as occasional overtime may be required.
• Organize and maintain company supplied tools and inventory.
• Timely reporting of expenses through Concur.
• Willingness to extend themselves beyond the specified workday as required by the situation.
Qualifications:
Required:
• Associates degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering or Biomedical Engineering Technology preferred or 3-5 years of experience in a field service role.
• Equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted.
• Highly motivated to provide superior customer care.
• Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10, Windows 11 is required.
• Proficient knowledge of Microsoft Office is required.
• Extensive knowledge of basic computer networking including use of windows tools to identify network and pc information.
• Knowledge of setup and use of routers and switches.
• Ability to locate and edit configuration and XML files within a file structure.
• Understanding of ghosting and re-imaging processes.
• SQL knowledge a plus.
• Strong mechanical aptitude and the ability to use standard hand tools to perform in depth disassembly and reassembly of complex subsystems.
• Proficiency with digital multi-meters and voltage/amperage testers.
Company:
BD helps advance clinical therapy with the process for patients and health care providers with innovative technology services and solutions. Founded in 1897, the company is headquartered in Franklin Lakes, New Jersey, USA, with a team of 10001 employees. The company is currently Public Company.