Technical Support Engineer

Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Position overview

As a Technical Support Engineer, you will provide technical phone support and problem resolution for customers of Parata's pharmacy automation systems and solutions. You will instruct customers and field employees in the operation and maintenance of hardware, software, electro-mechanical and related network and database applications. Previous experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.

Flexible in working hours, primarily supporting during the hours of department operation.

Hours of Operation : 24 hours a day, seven days per week, including all holidays.

Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

Responsibilities

Provides technical support in a Technical Assistance Center environment. Consults with field service and customer engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follows up with local service engineers to ensure problem resolution and customer satisfaction.

Troubleshoots issues with computer workstations, servers, windows OS, software, conveyors, controls, pneumatics, and ancillary equipment used in a large-scale pharmacy automation system.

Apply knowledge of electrical, and mechanical engineering in troubleshooting for products including robotics, servo systems, control boards, communications networks, and supervisory control systems

Maintains problem ownership and accountability. Follows up on problems, identifies recurring issues, process status, and updates customer.

Maintains documentation and service reports in Salesforce along with a knowledge base of the products and services available to the customer.

Fosters positive customer relations by responding to complaints / inquires in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner.

May represent Technical Assistance Center interests on cross-functional project teams as needed.

Minimum Requirements

2-5 years of related, TSE experience with an Associate’s degree in a technical field preferred and / or 5+ years of applicable experience may be substituted for the formal education requirement preferred.

Prior field service experience with industrial / pharmacy automation systems strongly preferred

Proven customer service experience in a technical support environment.

Possess solid customer service skills. Ability to ensure effective remote troubleshooting techniques with end users of various levels of technical expertise.

Familiarity with networking hardware and software components.

Preferred Requirements

Possess strong PLC experience including design, modification, and application skills. Candidate should be proficient in implementing and troubleshooting programmable logic controller systems in an industrial environment.

Demonstrate experience with DC motor control systems and related control algorithms. Must understand motor drive technology, feedback mechanisms, and optimization techniques for motor performance.

Apply robotic control theory including servo systems and PID (Proportional-Integral-Derivative) controllers. Should understand closed-loop control systems, tuning methodologies, and servo motor applications.

Possess knowledge of Microsoft applications, SQL databases, scripting languages, .NET Framework, C#, C++, and remote support applications (BeyondTrust, TeamViewer, RDP). IT support experience is considered advantageous for this role.

Demonstrate willingness to work flexible hours supporting 24 / 7 operations, including rotating weekend shifts and holiday coverage as scheduled. Must be available to provide technical support during all hours of department operation throughout the year.

Physical Demands

Perform essential office functions requiring extensive computer work including typing, data entry, and document preparation with repetitive finger motions. Must maintain visual acuity for extended computer screen viewing while sitting for long periods.

Ability to carry, lift, and push / pull up to 5 pounds frequently and up to 30 pounds occasionally. Position requires talking, hearing, and sitting for extended periods while primarily working in an office environment.

Work will primarily be conducted in an office setting with limited exposure to adverse environmental conditions. Must comply with COVID-19 safety protocols including wearing face masks / coverings while in company facilities.

Some travel required, including visits to customer facilities where compliance with their specific safety protocols will be mandatory

Reasonable accommodations will be provided when feasible (without undue hardship to the company) to enable individuals with disabilities to perform the essential functions of this position.

BD is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran’s status.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and / or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health.