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BD (Becton, Dickinson and Company) Field Service Engineer, IDS (Integrated Diagnostics Solutions) in Durban, South Africa

Job Description Summary

The Field Service Engineer (FSE) will support our vision to become the partner of choice for customer focused solutions by leading the technical support of a given selection of instruments in their country, representing the service needs & requirements to wider stakeholders in the organization & offering ongoing support to field associates in the area of expertise.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Why join us?

A career at BD means that you are part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here you can fulfill your life’s purpose through the work that you do every day. You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture.

Become a maker of possible with us!

Field Service Engineer, IDS (Integrated Diagnostics Solutions)

The FSE provides technical support in the field & remotely on assigned instruments, providing outstanding service and efficient mastery of technical issues to ensure exceptional customer experience. The FSE will perform troubleshooting and manage complex customer situations utilizing their experience in customer management. You will also provide new product support, acting as a conduit between European service, marketing, local sales team disseminating information and actively engaging in launch plans & effective implementations.

Work Location – Mthatha, Eastern Cape

Other Key Responsibilities:

  • Install and service complex diagnostic laboratory instruments, with minimum direct supervision, in response to scheduled and emergency customer requests, via dispatch by the back office.

  • Provide Technical Support. Preventive Maintenance, Corrective Maintenance. Conduct Software and Hardware upgrades.

  • Complete all service documentation as required by the position function.

  • Report and document all customer complaints in appropriate systems (Service Max) of record for resolution and investigation.

  • Provide follow-up to customers who have recently been provided service, to verify instrument functionality and customer satisfaction.

  • Properly maintain car stock inventory within limits established by recommended spare parts list.

  • Collaborate with the various teams. Applications, Commercial, Marketing, Quality and Customer Service Both locally and abroad.

  • Maintain all assigned calibrated test equipment and tools in good working condition and calibration dates.

  • Demonstrate good judgment in utilization of company resources, while adhering to expense levels within the established business guidelines.

  • Maintain and utilize company vehicle as prescribed by fleet vehicle contractor requirements, including vehicle service maintenance, cleanliness, and organization always.

  • Complete all administrative requirements of the position within expected timeframes.

  • Provide on-call support and afterhours support per published schedules, or on short-notice, as required in support of business needs.

  • Support an inclusive and diverse work environment.

  • This role expects at least 100% time to be utilized in regular field service activities.

About You

  • Bachelor’s university degree is preferred electrical, mechanical, or biomedical.

  • Proficient in Microsoft Office advance level

  • Strong problem-solving skills

  • Ability to work in a matrix organization.

  • Proficient in English (reading, writing, verbal) - Ability to communicate effectively, considering the comprehension levels of parties to whom the communication is addressed.

  • Ability and willingness to undertake regular travel within South Africa and outside South Africa when necessary.

  • Being accountable & responsible as being a member of a wider BD team, providing solutions and introducing corrective actions when needed.

  • Ability to be flexible and agile in keeping up with customer needs; is on the cutting edge of defining their next level of expectations and working to exceed them.

  • Going above and beyond to meet customer needs, always maintaining can-do attitude, proactively responding to customer feedback, and offering solutions, demanding excellence in all service provision.

  • Proactively builds knowledge and skills of self and others, to increase value/contribution to the company and to ensure personal and professional growth.

  • Results driven and committed towards goals. Consistently strives to achieve challenging goals and objectives whether individually or through others.

  • Ability to identify and initiate working relationships and to develop and maintain them in team environment and in relationships with various collaborators. Work optimally with others, be an active contributor and support other team members.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity 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, or any other protected status.

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Primary Work Location

ZAF Durban - Pinetown

Additional Locations

Work Shift

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.