Hybrid Field Service Technician

at BD

• Job title: Field Service Technician
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $22 - $34 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Springfield, United States

About the role

• Field Support Engineer providing technical support for pharmacy automation products in Springfield, MA. Traveling regionally for client sites and ensuring customer satisfaction with effective problem resolution.

Responsibilities

• Deliver world class customer service and problem resolution skills at new and existing client sites.
• Cultivate positive customer relations by responding to complaints/inquires in a collaborative, supportive, and professional manner.
• Ensure customer satisfaction and maximum uptime by maintaining equipment and preemptively resolving potential issues.
• Instruct customers in the operation and daily maintenance of BD Parata’s suite of pharmacy automation products.
• Respond within SLA requirements to break/fix service requests.
• Collaborate with regional and national service team members to identify and resolve complex problems.
• Periodically assist Product Implementation Team with installation of new automation.
• Provide detailed descriptions of issues and resolution actions in Salesforce Field Service Lightning.
• Provide feedback on products and services to management and engineering to help drive efficiency and product improvement.
• Periodic travel outside of the local region and overnight stays may be required.
• Weekend and holiday coverage as well as occasional overtime may be required.

Requirements

• High School Diploma plus 3-5 years of experience in a field service role
• Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10, Windows 11
• Proficient knowledge of Microsoft Office
• Extensive knowledge of basic computer networking including use of windows tools to identify network and pc information.
• Knowledge of setup and use of routers and switches.
• Ability to locate and edit configuration and XML files within a file structure.
• Understanding of ghosting and re-imaging processes.
• Strong mechanical proficiency and the ability to use standard hand tools to perform in depth disassembly and reassembly of complex subsystems.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options