BD (Becton, Dickinson and Company) Customer Care Engineer (m/f) Germany (Munich region) in Heidelberg, Germany

Job Description Summary

BD Kiestra designs, develops, manufactures, markets, sells, delivers and services innovative automation solutions for microbiology laboratories worldwide. BD Kiestra’s has the solution to automate manual and time-consuming tasks within the microbiology laboratory. BD Kiestra’s Total Lab Automation solutions help to increase productivity, time to result and quality while still relying on the microbiologists’ technical expertise to deliver high-quality results. BD Kiestra Total Lab Automation for microbiology optimize workflows through a track-based system that automates specimen inoculation, plate streaking, plate incubation and digital plate imaging.

BD-Kiestra Drachten (Netherlands) is the Center of Competence for the BD-Kiestra Product Portfolio with the bundled R&D/Engineering competencies, Operation Center, the EU Service-, Projects, and Sales Center, the Global Service- and Application Support Center, Worldwide Marketing and supporting staff functions. The Center of Competence, BD-Kiestra Drachten, supports the BD-DS worldwide regions in the execution of Service, Application Support, and Sales.

Job Description

As Customer Care Engineer you are responsible for delivering technical support to customers on BD Kiestra Systems, mainly in your assigned region during the pre and post sales phases. You are ensuring customer satisfaction through an outstanding service including corrective and preventive maintenance, upgrade & repair, basic operator training and efficient mastery of escalated incidents and requests from the customer. In this role, you are responsible for performing onsite (preventive) maintenance on complex instrumentation to provide solutions to problems and to ensure long-term performance. Your responsibilities will include:

  • Performing repair, upgrade and maintenance of laboratory instruments at customer site mainly in your assigned region.

  • Prioritizing, planning and executing your activities in accordance with BD-Kiestra processes and the specified customer service level agreements.

  • Maintaining personal tools and spare parts inventory at adequate levels for a successful execution of your tasks.

  • Managing escalation and solving complex technical problems reported by the Customer Service Desk, Customer, and local Service organizations.

  • Conducting basic technical training programs for customers.

  • Performing instrument failure analysis, screening, and follow-up for continuous reliability improvements.

  • Documenting and maintaining all relevant data in the BD service management systems in order to guarantee optimal data accuracy and quality customer reporting.

  • Performing other related duties as assigned.

About you

You have a minimum of 3 years of experience as a Field Service Engineer with high tech equipment. Ideally, you have a Bachelor Degree or an equivalent qualification in a technical field i.e. (Electronics, Mechatronics). You are a good time manager and used to effectively plan your work with limited resources. Furthermore, you’ll have:

  • Strong communication skills and are a good motivator.

  • Knowledge in microbiology techniques will be an advantage.

  • Willingness to travel and occasional traveling within Europe is not a problem for you.

  • You are business fluent in English and German.

  • You hold a valid European driving license class B.

We offer

An interesting and diverse position at a company that is a market leader with a highly motivated service team. A dynamic environment that allows you to change things and also keeps you in motion. Newest technologies and a functional home office. A profound training period and the possibility of continuing education. Competitive salary plus incentive plan and a representative company car that can also be used for private purposes.

I n terested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here: at / at


Primary Work Location

DEU Heidelberg - Tullastrasse

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.