Job Description Summary

Job 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. 

**Home-based position with daily travel to customer sites in the New York Metro territory.  The ideal candidate will reside within the New York, NY area with minimal overnight travel. 8-5 with on call

Business Description

Pyxis technologies combines proven technology with practical intelligence to prevent medication errors, help free up clinician time to focus on patient care, increase the predictability of medication availability and reduce inefficiencies in the medication use process. At almost every point in the medication use process, safety and efficiency can be increased with the comprehensive capabilities of the Pyxis medication management system.  Learn more: http://www.bd.com/en-us/offerings/brands/pyxis

Accountabilities

The Field Service Engineer will provide remote and on-site reactive service for CareFusion Pyxis automated dispensing systems located within hospitals, nursing homes and other healthcare facilities. They service primarily hardware and software system components. Additionally, the Field Service Engineer is tasked with the installation and upgrades of these systems and secondarily implement a preventative maintenance program. They will participate in pre-installation testing, reconfiguring, and documentation of uncovered technical issues of all applicable Pyxis systems. 

This position is accountable for:

• Provides technical support to external customers to resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region.

• 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.

• Balances problem recognition, isolation, resolution, and follow-up for routine customer problems, calling out more sophisticated issues to other expert team members or department management. 

• Responsible for the overall ownership of the service order or will ensure accurate critical issue processes are followed.

• Interviews customers to gather information about problem and leads user through diagnostic procedures to resolve source of error or cause of problem.

• Logs and supervises 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.

Qualifications

• Associate degree in technology or 2-5 years experience in healthcare related field preferred.

• Must be flexible with shift coverage in a 24x7 environment. 

• Prior 24x7 field customer service experience preferred. 

• Strong customer service skills required.

• Military experience, a plus.

• Must possess and maintain a valid driver's license and meet BD's auto safety standards.

• Minimum 2 years PC experience; networking experience required.

• A+ certification preferred.

• Experience supporting automation equipment in a healthcare setting a plus.

• Excellent verbal and written customer service, telephone, troubleshooting and interpersonal skills.

• Ability to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending, and lifting.

• Must provide proof of and maintain current immunizations and acquire additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions. Proofs must include Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox), Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis/Covid.

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 learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. 

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture.  We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information