Job Description Summary

Job Description

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.

Key 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/inquires 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.

Required Skills/Experience:

• 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. 

• Idealcandidate 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

Preferred Skills/Experience:

• IT support experience a plus.

• PLC experience with design, modification, and application recommended

• Prior field service experience with industrial / pharmacy automation systems strongly preferred

Work environment and physical demands

• The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

• Work will primarily be in an office setting with limited opportunities to be exposed to adverse environmental conditions.

• Work will be primarily working with fingers by picking, pinching, typing, and grasping often with repetitive motion. 

• Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.

• Must be able to carry, lift and push/pull up to 5 pounds frequently and up to 30 pounds occasionally. 

• Additional physical duties may be required as necessary.

• While COVID-19 precautions are in effect, this role requires use of face masks/face coverings while working in our facilities.  Compliance with customer safety protocols is required while visiting their facility.

• Some Travel Required

Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran’s status.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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 encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

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