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

Description de poste en Français

En tant que Représentant(e) de service sur le terrain, vous fournirez un soutien sur site aux clients de BD, qui comprend, mais sans s'y limiter, le soutien à l'installation, la maintenance corrective, la maintenance préventive, les retraits et autres soutiens nécessaires pour notre portefeuille de systèmes robotisés dédiés à la préparation automatisée des distributeurs de pilules dans les pharmacies, faisant partie de nos produits de gestion des médicaments - Automatisation et distribution en pharmacie. Résout les problèmes pour identifier la cause profonde et identifier les solutions possibles, en mettant l'accent sur l'amélioration de la satisfaction du client dans toutes les interactions. Ce poste basé sur le terrain doit être situé à Québec QC, Pointe-à-la-Croix QC ou Campbellton NB.

Responsabilités clés

• Voyager sur les sites des clients et fournir un support technique courtois et professionnel, où vous effectuerez des réparations et des maintenances sur les systèmes robotiques de dispositifs médicaux selon les procédures établies, y compris la formation et le soutien de nos clients dans leur maintenance.
• Mettre à jour les équipements et les logiciels.
• Effectuer des visites de suivi pour répondre aux besoins des clients.
• Préparer et rédiger des rapports de service conformément aux procédures opérationnelles standard internes.
• Participer à l'amélioration continue des pratiques départementales de l'entreprise.
• Tâches supplémentaires selon les besoins.

Éducation et expérience - requis

• DEP ou DEC en génie mécanique, mécanique industrielle, automatisation ou formation pertinente.
• Deux (2) ans d'expérience ou plus dans un rôle de service sur le terrain, ou dans un poste similaire lié à l'automatisation et au service technique - fournissant l'installation d'équipements, la maintenance corrective et/ou préventive.
• Maîtrise du français et de l'anglais (lu, parlé, écrit) requise.
• Doit être disponible pour jusqu'à 60% de déplacements au Québec, localement et/ou voyages nécessitant des nuitées, selon les besoins. Peut être amené à supporter d’autres provinces selon les besoins.
• Doit pouvoir voyager aux États-Unis pour des formations de 1 à 2 semaines selon les besoins.
• Posséder et maintenir un permis de conduire valide et un dossier de conduite propre pendant au moins ces 3 dernières années, ainsi que respecter les normes de sécurité automobile de BD.
• Capable de soulever un minimum de 70 lbs et de travailler debout pendant de longues périodes. Ce poste nécessite une quantité considérable de poussée, de traction, de flexion, de courbure et de levage.

Éducation et expérience - préférés

• Expérience professionnelle préférée en support technique, service sur le terrain, et mise en œuvre, formation et installation de systèmes de distribution et/ou d'automatisation en pharmacie un atout.

Connaissances et compétences

• Comprend et applique une méthodologie de dépannage bien adaptée lorsqu'il collabore avec les clients sur des problèmes techniques complexes.
• Démontre d'excellentes compétences interpersonnelles, des compétences organisationnelles/priorisation confirmées et une passion pour fournir un excellent service.
• Forte orientation client-service avec un grand sens de l'urgence.
• Capacité à gérer plusieurs tâches et à s'adapter à des environnements commerciaux changeants.
• Solides compétences analytiques et de résolution de problèmes.
• Possède de solides compétences en gestion du temps et travaille efficacement sans supervision directe.
• À l'aise de travailler dans un environnement d'équipe dynamique multifonctionnel et de travailler de manière indépendante.
• Flexibilité pour les horaires de rotation (week-ends).
• Maîtrise des outils MS Office (Outlook, Word, Excel, PowerPoint).

Job description in English

As a Field Service Representative, you will provide on-site support to BD customers that includes, but is not limited to support of installation, corrective maintenance, preventative maintenance, removals and other support needed for our portfolio of robotized systems dedicated to the automated preparation of pill dispensers in pharmacies, part of our Medication Management Systems Pharmacy Automation & Dispensing products. Troubleshoots issues to resolve root cause and identifies possible solutions, with a focus on improving customer satisfaction in all interactions. This field-based position should be located in Quebec City QC, Pointe a la Croix QC, or Campbellton NB.

Key responsibilities

• Travel to customer sites and provide courteous and professional technical support, where you will carry out repairs and maintenance on medical device robotic systems as required, according to established procedures, including train and support our clients in the maintenance of them.
• Update equipment and software.
• Conduct follow-up visits to meet customer needs.
• Prepare and write service reports in accordance with internal standard operating procedures.
• Participate in the continuous improvement of the company's departmental practices.
• Additional tasks as needed.

Education and Experience - required

• DEP or DEC in mechanical engineering, industrial mechanics, automation or relevant training.
• Two (2) plus years experience in a field service role, or in a similar position related to automation and technical service - providing equipment installation, corrective and/or preventative maintenance.
• Fluency in English (read, speak, write) is required.
• Must be available for up to 60% travel, both locally and overnight, as required. May need to support other provinces as required.
• Must be able to travel to the USA for trainings for 1-2 weeks as required.
• Possess and maintain a valid driver's license and a past clean driving record for a minimum of 3 years, as well as meet BD's auto safety standards.
• Able to lift a minimum of 70 lbs, and work on your feet for extended periods. This position requires a considerable amount of pushing, pulling, stooping, bending, and lifting.

Education and Experience – preferred

• Preferred professional experience in technical support, field service, and implementation, training, and installation of dispensing and/or pharmacy automation an asset.

Knowledge and Skills

• Understands and applies a well-adapted troubleshooting methodology when collaborating with customers on sophisticated technical issues.
• Demonstrates excellent interpersonal skills, confirmed organizational / prioritization skills and a passion for providing excellent service.
• Strong client-service orientation along with a high sense of urgency.
• Ability to multi-task and be adaptable to changing business environments.
• Strong analytical and problem-solving skills.
• Possesses strong time management skills and work effectively without direct supervision.
• Comfortable working in a multi-functional dynamic team environment and work independently.
• Flexibility for rotational schedules (weekends).
• Proficient with MS Office tools (Outlook, Word, Excel, PowerPoint).

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

Great Place to Work® has certified our workplace culture based on your feedback in the Trust Index® survey, and we've just published the news about us on their social media channels. You can check these out here. And if you think your friends and networks would be interested in knowing more about your workplace, sharing these posts is a great way to give them some insight!

Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.

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