BD (Becton, Dickinson and Company) Field Service Engineer in Milan, Italy

Job Description Summary

Field Service Engineer

Job Description

General information

JOBTITLE: Field Service Engineer

REPORTS TO: Technical Support Team Leader /Technical Service Manager

Purpose

To deliver technical support on the assigned BD Technical Support related instruments and systems to the customer within the assigned region in order to guarantee customer satisfaction through an outstanding service and efficient mastery of reported incidents and requests of the customer.

Areas of responsibility

Knowledge

  • Successfully completes all formal training as required by territory assignment.

  • Participates and successfully completes all required BD continuing education programs consistent for the job position.

  • Keeps working knowledge up to date through continuous learning (instrument manuals, service bulletins..)

2. On site support/operational Excellence

Independently performing local technical support on the assigned BD technical support related instruments and systems as agreed in the customer service level agreements; such as installations, deinstallations, relocations, certifications (IQ & OQ) and repairs, including:

  • scheduling the appointments with the customer,

  • ensuring all necessary goods, spare parts and tools are available,

  • managing and assuring the logistics, executing the necessary actions,

  • checking performance and reporting & documenting completion and performance of service intervention,

  • effectively escalating the problem to the Technical Instrument Specialist in case an immediate solution can not be offered in order to deliver a qualitative service in accordance to the BD specifications and customer Service Level Agreements.

  • Works toward service metrics as defined by the Service Organization and within the scope of the position.

3. Remote support, diagnostics & troubleshooting

For technical problems reported by the customer on BD Technical support related instruments and systems that are not supported by the help desk:

  • investigate, diagnose, troubleshoot and support the customer remotely

  • effectively escalate the problem to the Technical Support Team Leader in case an immediate solution can not be offered in order to deliver an adequate and qualitative service with minimal inconveniences for the customer.

4. Field corrective actions & preventive maintenance

  • Prioritizing, planning and executing field corrective actions, upgrades and actions for preventive maintenance on the assigned BD technical support related instruments and systems. This according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer.

5. Pre-installation

  • Inform and check at the customer site if the requirements for ensuring a successful installation of the requested BD instrument or system are present;

  • report and document the results of the visit to the Technical Support Team Leader;

  • inform the customer to undertake the necessary actions before initiating the installation process in order to minimize complications during installation.

6. Functional administrative reporting

Managing the personal planning and administration timely and accurate, as required by management including:

  • inform the planning and dispatching function of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc…)

  • put all relevant data in the service management systems in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching.

7. Maintenance of car stock

  • Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended European guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.

8. Opportunity detection/customer focus

Develop and maintain good relations with the customer by

  • providing qualitative after sales services,

  • continuous monitoring the satisfaction of the customer,

  • detecting the customers expectations and needs,

  • Offer possible solutions to the customer and communicate possible opportunities to the relevant departments in order to ensure the expectations of the customer with regard to delivered service are fulfilled and to expand business for Technical Support.

9. Problem escalation

  • Escalating customer problems per procedure to the Technical Support Team Leader in case an immediate solution can not be offered. This in order to ensure efficient problem resolution in line with the PIR process and to deliver a qualitative service with minimal inconveniences for the customer.

10. Quality compliance

  • Comply with all quality, ISO, GMP and safety regulations as required by the BD organization and the customer Service levels agreements. This in order to always deliver an outstanding quality compliant with agreed standards.

  • Participates and successfully completes all required BD continuing education programs consistent for the job position.

Primary Work Location

ITA Milan - Via Enrico Cialdini

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.