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 Summary:

• We seek a dedicated Field Service Technician to provide post-sale technical support to our customers through onsite engagements. As a Field Service Technician, you will be responsible for ensuring the optimal performance of our equipment and delivering exceptional customer service. This role has the potential to include regional and national travel to support accounts. 

Key Responsibilities:

• Responsible for leading projects. First line of support for customer communications and onsite activities. Accountable for daily data customer submissions.

• Travel extensively to customer location, fulfilling a field-based role

• Acquire and demonstrate proficiency in all skillsets required for field service technician position, including preventive maintenance, active remediations, device disassembly, and calibration

• Provide customer onsite and phone support services, including installation, troubleshooting, system and recall support, software maintenance, and upgrades

• Responds promptly to and resolve equipment errors and malfunctions, minimizing customer downtime and workflow interruptions

• Executes complex equipment and software installations, customizes configurations to meet sales design requirements.  

• Maintains high standards of product support quality documentation, and ensure the training of service associates

• Continuously improve processes and develop efficient technical resolutions for supporting our products

• Ensures customer satisfaction throughput that support process and entire customer life cycle

• Implements effective logistics, spare parts distribution, and knowledge tools to improve first-time-fix rates and accelerated response times.

Educational Qualifications & Previous Experience

• Associate degree or equivalent military training programs or equivalent field service experience. (3-5 years field experience)

• Strong computer skills with the ability to troubleshoot project setup, technical issues, and closeouts remotely within multiple software programs

• Self-motivated individual who can work independently or collaboratively within a team

• Develops competency in your area by performing routine work when required

• Possess and maintain a valid driver's license and meet BD's auto safety standards.

• Ability to lift and transfer up to 70 lbs. individually

Professional Skills & Key Competencies

• Excellent communication and presentation skills for effectively conveying information to customer and internal business partners

• Ability to learn and understand detailed product knowledge of medical devices, software, basic networking, and electro/mechanical concepts

• Proficient in moderately complex hardware and software troubleshooting and repairs

• Strong time management and organizational skills to ensure on-time completion of project assignments, with the ability to work effectively with minimal direct supervision

• Coordinating travel arrangements and optimize equipment to minimize customer downtime and workflow interruptions

Desired / Additional Skills & Knowledge

• Background in biomedical, networking, military, or field-based technician roles

• Experience working in a healthcare environment

• Strong computer skills and comfort with troubleshooting with various Microsoft applications, including Outlook, Excel, Word, and OneNote, Bomgar, etc.

Additional Information

• Weekend and overtime hours required not optional

• Maintain compliance with customer vendor credentialing standards, including proof of immunizations, vaccines, product competency, company policy acknowledgment

BD is a medical technology company that serves healthcare institutions, life science researchers, clinical laboratories, industry, and the general public. BD manufactures and sells a broad range of medical supplies, devices, laboratory equipment and diagnostic products. BD is headquartered in the United States and has offices in more than 50 countries worldwide. Learn about BD at www.bd.com

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All associates may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Annexure 1: The BD Leadership Standard 

BD leaders align with the Company purpose: Helping all people live healthy lives. Our higher ambition to help achieve integrated health solutions for society distinguishes BD from many other companies and makes leading at BD a special responsibility. In support of this purpose, a successful BD leader demonstrates these Leadership Capabilities:

Customer Focus

Demonstrates ‘customer centricity’ by combining first-hand customer experiences with deep fact-based insights. Anticipates and addresses customer needs as the first priority of the organization. Stays ahead of customer and market trends.

Innovative Ideas and Approaches

Champions new ideas to drive growth in the core business and in new opportunity areas. Through constructive challenge, stimulates others to propose breakthrough approaches. Demonstrates ambidexterity, the ability to achieve long-term innovation while delivering short-term results.

Global and Collaborative Mindset

Thinks globally and acts locally. Not biased towards the priorities of the local team. Understands and works to improve effectiveness of the BD matrix – businesses, geographies and functions. Highly collaborative when working both within and beyond the BD organization.

Effective Strategy Development

Achieves competitive advantage by proactively recognizing customer, market and technology trends and developing clear and compelling business strategies. Anticipates and counters competitive threats. Avoids being in a reactive mode versus competitors.

Shared Value Creation

Understands that BD can achieve growth and expand our relevance by addressing unmet societal needs while creating economic value. Engages external experts and key opinion leaders to develop ‘domain expertise’ in areas where BD’s core competencies can be aligned to achieve shared value creation.

Optimized Execution and Performance

Advances long-term growth while consistently meeting or exceeding near-term business performance expectations. Leads operational initiatives by ensuring strong teamwork and process effectiveness. Understands the need to drive growth and operating efficiency simultaneously.

Inclusive Behaviours

Attracts, develops and retains a diverse team that reflects the marketplace, customers, communities and talent pool. Creates and sustains an inclusive culture where diverse ideas, backgrounds, experiences and perspectives are valued. Sun additional stains an environment where constructive challenge, diverse perspectives and debate are encouraged.

Effective Talent Development

Establishes an ‘A’ team of highly talented, motivated and capable associates who advance the leadership bench strength of the Company. Considers talent development to be the most important factor determining the long-term success of the Company.

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/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. 

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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.

Salary or hourly rate 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 or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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