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BD (Becton, Dickinson and Company) Field Service Technician II (Field Based in Columbia, MD) in Baltimore, Maryland

Job Description Summary

Job Description

Do you have a passion for Troubleshooting and Problem Solving? Are you a fantastic communicator with direct customer support experience? This is the role for you!

The Field Service Technician will provide remote and on-site reactive service for CareFusion Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. You will service primarily hardware and software system components. Additionally, the Field Service Technician will participate in the installation and upgrades of these systems and secondarily execute a preventative maintenance program. You will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues of all applicable Pyxis systems.

Pyxis is BD’s innovative line of Pharmaceutical Dispensing and Storage products. Our Pyxis technologies combine proven technology with concrete intelligence to prevent medication errors, helps to free up clinician time to focus on patient care, increase the predictability of medication availability and reduce inefficiencies in the medication use process. At almost every point in the medication use process, safety and efficiency can be increased with the comprehensive capabilities of the Pyxis medication management system.

Learn more: https://www.bd.com/en-us/products-and-solutions/products/product-brands/pyxis

*Home-based position with daily travel to customer sites in the Columbia, MD and surrounding territory. Road Warrior, with minimal overnight travel. Company vehicle provided. * (3 year Clear MVR – Motor Vehicle Record, required)

This position is accountable for:

  • Providing an outstanding customer experience when repairing and maintaining BD products at customer sites

  • Outstanding technical support. Resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.

  • Dedication to quick response time. Reducing our customer downtime.

  • Evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies. Identifies the priority status of a service based on customer feedback and the nature of the problem.

  • Performs reactive/proactive Preventive Maintenance as assigned.

  • Balances problem recognition, isolation, resolution and follow-up for routine customer problems, calling out, more complex issues to advanced team members or department management.

  • Responsible for the overall ownership of the service order, or will ensure accurate escalation processes are followed.

  • Interviews customers to capture information about problem and leads user through diagnostic procedures to resolve source of error or cause of problem.

  • Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.

  • Consults with advanced team members and their liaisons to understand software and hardware errors.

  • Notifies appropriate internal personnel of issues at a particular account.

  • Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.

  • Leads parts per the parts management policy and procedures

Qualifications

  • 3-5 years experience or Associates degree in Technology or Healthcare related field preferred.

  • Must be flexible with shift coverage in a 24x7 environment (On-Call rotation).

  • Prior 24x7 field customer service experience required.

  • Build real value for the customer with every interaction

  • Military experience, a plus.

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

  • Minimum 2 years PC experience; networking experience required.

  • A+ certification preferred.

  • Experience supporting automation equipment in a healthcare setting a plus.

  • A strong communicator, setting clear expectations and ability to build strong relationships with BD customers.

  • Must be able to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending and lifting.

  • Must provide proof of, and maintain current immunizations, boosters and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial 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.

Interested in career growth?

BD empowers you to be the driver of your career and supports continuous growth through career blueprinting - aligning your aspirations with organizational need. Utilize development opportunities that include BD University courses taught by our senior leaders, leadership roles within Associate Resources Groups, stretch assignments for new experiences, global succession planning, and tuition reimbursement.

BD offers extensive opportunities and ways to grow from our Field Service Technician role. You may choose to remain in this outstanding division and utilize our leadership or development program.

You may also want to utilize your Customer Service skills and move into our amazing Professional Service roles. Opportunities may include Implementation Specialist/Analyst/Consultant - Implementation Management or even our Customer Success Specialist who support our customers once they are utilizing our products onsite… The opportunities and support are endless at Becton Dickinson.

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

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.

*LI-HS1 #LI-PRO #LI-FieldService

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

Work Shift

US BD 1st Shift 830am-5pm (United States of America)

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.

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.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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