Field Service Engineer

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

📋 Description

• Deliver both remote and on-site technical assistance for BD Pyxis automated dispensing systems within the designated region, which includes DHA and DoD facilities.

• Address, assess, prioritize, and resolve work orders while adhering to service-level expectations.

• Identify and rectify proprietary hardware and software components with complete case ownership.

• Troubleshoot complex issues independently and escalate to Senior or Lead Field Service Engineers when necessary.

• Implement preventive maintenance programs to ensure system reliability and operational uptime.

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

• Keep an accurate inventory of spare parts.

• Maintain company-issued vehicles, tools, and equipment.

• Foster positive customer relationships through professional communication and timely assistance.

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

• Collaborate with Sales and Implementation teams to enhance deployments and customer experiences.

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

• Ensure that service documentation complies with regulatory and corporate standards.

• Maintain adherence to company safety policies, quality expectations, and operational standards.

• Engage in ongoing training and stay updated on technologies, best practices, and system enhancements.

• Work autonomously and collaboratively to achieve service objectives.

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

• Contribute to a preventive service culture through shared insights and proactive support.

⛳️ Requirements

• High school diploma, GED, or equivalent is mandatory.

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

• Strong skills in troubleshooting, diagnostics, and problem-solving.

• Exceptional communication, customer service, and documentation skills.

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

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

• Experience in medical or electromechanical device repair is required.

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

• Experience with 24×7 on-call service is preferred.

• CompTIA A+ Certification or equivalent is preferred.

• Mechanical aptitude with the capability to disassemble and reassemble complex systems.

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

• Ability to use powered and manual hand tools.

• Capability to frequently lift 85 lbs and occasionally lift 115 lbs, including overhead lifts.

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

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

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

• Up to 25% overnight travel may be required.

• Meeting eligibility requirements for a CAC (Common Access Card) for government accounts may be necessary.

🏝️ Benefits

• Company vehicle provided.

• Continuous training, seminars, and development programs.

• Comprehensive Total Rewards program.

• Opportunities for reward and recognition.

• Competitive compensation and benefits packages.

• Potential support for COVID-19 vaccination/testing where applicable.

• Workplace accommodation support in accordance with applicable law.