BD (Becton, Dickinson and Company) Technician 3, Field Service in Hartford, Connecticut
Job Description SummaryPyxis® medication technologies combine proven technology with actionable intelligence to prevent medication errors, help free up caregiver time to focus on patient care, increase the predictability of medication availability, and reduce inefficiencies in the med use process. At almost every point in the med use process, safety and efficiency can be increased with the comprehensive capabilities of the Pyxis® medication management system. Learn more about Pyxis: http://www.bd.com/en-us/offerings/brands/pyxis
The Field Service Technician will provide remote and on-site reactive service for BD Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. They 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. They will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues of all applicable Pyxis systems.
The Field Service Technician is a home-office based position with daily travel to customer sites in the assigned territory; minimal overnight travel. Company vehicle provided. Ideal candidates will reside west of Hartford, CT.
This position is accountable for:
Provides technical support to external customers to resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.
Responds to, 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.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management.
Responsible for the overall ownership of the service order, or will ensure proper escalation processes are followed.
Interviews customers to gather information about problem and leads user through diagnostic procedures to determine 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.
Manages parts per the parts management policy and procedures
Must be flexible with shift coverage in a 24x7 environment.
Must reside in the area described above.
Associate Degree or 3-5 years of related work experience
3+ years of combination Hardware/Software/IT experience supporting both proprietary and standard applications.
24x7 on-call experience in a customer-facing environment required. Available to work 2nd shift position 1pm – 10pm and be on call one weekend Fri –Mon AM once every 5 weeks. Remote home office.
Prior experience working in a pharmacy or hospital environment a plus
Excellent mechanical, computer and time management skills required.
Strong ability to troubleshoot hardware and software problems
Must possess and maintain a valid driver's license and meet BD's auto safety standards.
Upon hire must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential 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.
Primary Work LocationUSA CA - San Diego Bldg A&B
Work Shift2nd Shift 1pm-10pm (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