Key skills
Communication
About this role
Role Overview
- Provide onsite support for installation and service of sophisticated diagnostic laboratory automation instrumentation
- Respond to emergency customer requests via dispatch
- Complete work according to ISO and GMP standards
- Maintain professional appearance and adhere to regulatory requirements including HIPAA, OSHA, and FDA
- Deliver clear, timely, and effective communications to customers regarding service expectations, arrival times, ongoing service activities, and follow-up calls
- Properly report and document all customer complaints in appropriate systems for resolution and investigation
- Utilize advanced troubleshooting techniques and analytical thinking skills to diagnose hardware/software issues
- Complete system repairs, upgrade systems for software compatibility, and work independently using schematics, diagrams, service manuals and other documentation
- Play an active role in maintaining and implementing service documentation
- Provide feedback to improve documentation efficiency
- Complete service documentation per GMP requirements
- Finish administrative requirements within expected timeframes
- Participate in vendor credentialing programs to maintain access to customer facilities
Requirements
- Bachelor's degree in a technical field (Electrical, Electronics, Informatics, Mechatronics, or Biomedical) or 10+ years of equivalent experience
- Strong understanding of electronics, electro-mechanical devices, PLCs, pneumatics
- Intermediate knowledge of networking architecture and computer operating systems
- Proficiency in software installations and upgrades
- Understanding of basic computer security concepts
- Ability to communicate with IT personnel
- Skills to complete routine software maintenance
- Excellent problem-solving abilities
- Excellent verbal and written communication skills
- Outstanding customer service abilities and attention to detail
- Valid driver's license with at least 3 years of driving history
- Availability to work flexible hours
- Travel up to 50% of time outside home geographic area
- Ability to lift up to 30lbs frequently and 70lbs infrequently
- Adhere to all company Personal Protective Equipment standards and guidelines
Benefits
- Annual Bonus Potential
- Discretionary LTI Bonus Potential
- reimbursement of vehicle use/mileage
- Medical coverage
- Health Savings Accounts
- Flexible Spending Accounts
- Dental coverage
- Vision coverage
- Hospital Care Insurance
- Critical Illness Insurance
- Accidental Injury Insurance
- Life and AD&D insurance
- Short-term disability coverage
- Long-term disability insurance
- Long-term care with life insurance
- Anxiety management program
- Wellness incentives
- Sleep improvement program
- Diabetes management program
- Virtual physical therapy
- Emotional/mental health support programs
- Weight management programs
- Gastrointestinal health program
- Substance use management program
- Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit
- BD 401(k) Plan
- BD Deferred Compensation and Restoration Plan
- 529 College Savings Plan
- Financial counseling
- Daily Pay
- Educational assistance/tuition reimbursement
- MetLife Legal Plan
- Group auto and home insurance
- Pet insurance
- Commuter benefits
- Discounts on products and services
- Academic Achievement Scholarship
- Service Recognition Awards
- Employer matching donation
- Backup day care and eldercare
- Support for neurodivergent adults, children, and caregivers
- Caregiving assistance for elderly and special needs individuals
- Employee Assistance Program (EAP)
- Paid Parental Leave
- Support for fertility, birthing, postpartum, and age-related hormonal changes
- Family and Medical Leave (FML)
- Jury and Witness Duty Leave