Field Service Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver both remote and on-site technical assistance for BD automated dispensing systems within the designated region.

• Provide support to Department of Defense and Defense Health Agency facilities.

• Address, assess, prioritize, and resolve work orders in accordance with service-level expectations.

• Identify and fix proprietary hardware and software components while taking full ownership of cases.

• Troubleshoot intricate issues and escalate them to Senior or Lead Field Service Engineers as necessary.

• Implement preventive maintenance programs.

• Conduct installations, in-servicing, repairs, calibrations, and general technical support.

• Keep an accurate inventory of spare parts.

• Maintain the company-issued vehicle, tools, and equipment.

• Foster positive customer relationships through professional communication and prompt support.

• Record service activities, expenses, and time logs using approved tools.

• Collaborate with Sales and Implementation teams on deployments and enhancing customer experience.

• Adhere to complaint-handling and Medical Device Reporting protocols.

• Ensure service documentation complies with regulatory and corporate standards.

• Uphold safety policies, quality expectations, and operational standards.

• Engage in continuous training and keep abreast of technologies, best practices, and system updates.

• Operate both independently and collaboratively to achieve service goals.

• Assist leadership with escalations, advanced troubleshooting, and case resolution.

⛳️ Requirements

• 1–3 years of combined experience in hardware, software, and IT support.

• An Associate degree in a related field or over 3 years of Field Service or Technical Support experience.

• Required experience in the repair of medical or electromechanical devices.

• Strong troubleshooting, diagnostic, and problem-solving abilities.

• Exceptional communication, customer service, and documentation skills.

• Eligibility to access Local, State, and/or Federal facilities, which may involve background checks and necessary identification credentials or security badges.

• Capability to work independently, manage multiple priorities, and travel as needed.

• Provide remote and on-site technical support for automated dispensing systems.

• Evaluate, prioritize, and resolve work orders effectively.

• Diagnose and repair hardware/software components.

• Perform preventive maintenance, installations, repairs, and calibrations.

• Oversee inventory management while adhering to company policies.

• Ensure compliance with MDR and service procedures.

• Preferred experience in 24×7 on-call service.

• CompTIA A+ Certification or equivalent is preferred.

• Possess mechanical aptitude and the ability to disassemble and reassemble complex systems.

• Proficient in Windows OS, networking, and diagnostic tools.

• Competent in using both powered and manual hand tools.

• Capable of lifting 85 lbs frequently and 115 lbs occasionally, including overhead lifting.

• Ability to climb, kneel, crawl, reach, grasp, stand, and walk for prolonged periods.

• Valid driver's license and ability to fulfill company driving prerequisites.

• Daily car travel is required, with occasional air travel and overnight stays.

• Availability for shifts from 3 PM to midnight or 4 PM to 1 AM, including on-call hours.

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for rewards and recognition.

• Competitive compensation and benefits packages.

• Continuous training and professional development.

• Manager-approved seminars, training sessions, and development programs.

• Flexible remote and on-site work arrangements for field-based positions.

• Provision of company-issued vehicle, tools, and equipment.

• Paid/on-call service availability is implied by on-call requirements.