BD (Becton, Dickinson and Company) Field Service Engineer in South Korea HQ, South Korea

Job Description Summary

Accountabilities

The Field Service Engineer (FSE) will provide remote and on-site reactive service for BD Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. The FSE will service primarily hardware and software system components located in U.S. Department of Defence sites (DOD). Additionally, the FSE will participate in the installation and upgrades of these systems and secondarily execute a preventative maintenance program. The FSE will participate in pre-installation testing, re-configuring, and documentation of uncovered technical issues of all applicable Pyxis systems.

Job Description

Job Objectives:

Deliver high quality, efficient & professional, on time services relating to:

  • Pre & post-sales support

  • Field Service Maintenance & Repair

  • Hardware & software installation

  • Trouble shooting and problem solving

  • Other Services as required

  • Promote products and Services and achieve defined targets

  • Maintain high levels of customer satisfaction

  • Work closely with the DOD commercial team to drive business growth & success

Primary Responsibilities

This provides a general focus for the requirements of the role but is not exhaustive.

  • 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

  • Provide our customers with a professional, friendly and differentiated level of service while maintaining a keen commercial sense.

  • Provide after sales telephone service for customers including technical information and spare part enquiries communicating in a polite and effective manner.

  • Acquire an in-depth understanding of our products and services.

  • Ensuring relevant skills and knowledge are maintained in order to accomplish acceptable performance of duties.

  • Responsible for maintaining traceability of service activity in accordance with BD’s work instructions.

  • Feedback all customer/market intelligence, complaints or dissatisfaction through the correct channels, and ensure follow-up where necessary.

  • Provide prompt and accurate feedback, to the Team Leader/Technical Service Manager, on specific issues as they arise and with the appropriate action.

  • Provide emergency on-call cover as required.

  • Responsible for ensuring safe work practices are followed at all times to assure the health and safety of oneself or other persons in the company.

  • Develop and maintain positive relationships with other departments and colleagues.

  • Submit expense claims monthly on time.

  • Ensure all relevant processes are performed per internal SOP’s and Service documentation.

  • Adhere to organization and department policies, quality procedures and protocols. Coordinates, and delivers instructor-led sessions for the assigned products for basic troubleshooting and break fix scenarios.

  • Maintains accurate and up-to-date classroom records including rosters and surveys.

  • Sets-up and maintains classroom product equipment.

Primary Work Location

JPN Tokyo - Minato-ku

Additional Locations

KOR South Korea HQ - Seoul

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.