BD (Becton, Dickinson and Company) Application Engineer in Rungis Cedex, France

Job Description Summary

Will be responsible for break and fix activities and preventive maintenance campaign.

Will also work on implementations.

Job Description

Role Profile

Position Title: GCS Field Service Engineer

Department: Global Customer Service (GCS)

Reports to: GCS Manager, Product Implementation & Service

Direct Reports: 0

Region: Europe with focus on France, Belgium & Switzerland

Location: Paris area, FRANCE


Life-changers work here.

We are a global medical technology company focused on addressing many of the world's most pressing and evolving health needs. With our combined technology and expertise, we will become a global leader helping to transform the quality and cost of care for patients and clinicians worldwide. Join us in our mission to improve the future of healthcare and help all people lead healthy lives.

In BD, we create innovative ways to help our customers improve patient care. We rely on bold and inspired employees who share our commitment to helping solve some of healthcare's most critical challenges.

Pyxis technologies combines proven technology with actionable 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.

Accountabilities

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

Job Objectives:

Deliver high quality, efficient & professional, on time services relating to:

  • Pre & post-sales support

  • Field Service Maintenance & Repair

  • Preventive maintenance program

  • Trouble shooting and problem solving

  • Hardware & software installation

  • Other assignments as required

  • Promote products and Services

  • Maintain high levels of customer satisfaction

  • Work closely with the commercial team to drive business growth & success

Primary Responsibilities

This provides a general focus for the requirements of the role but is not exhaustive.

  • 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

  • Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to advanced team members or department management.

  • Responsible for the overall ownership of the service order, or will ensure proper escalation processes are followed.

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

  • Logs and tracks all service order activity in CRM, maintains history records and related problem documentation.

  • 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

  • Provide our customers with a professional, friendly and differentiated level of service while maintaining a keen commercial sense.

  • Provide after sales telephone service for customers including technical information and spare part enquiries communicating in a polite and effective manner.

  • Feedback all customer/market intelligence, complaints or dissatisfaction through the correct channels, and ensure follow-up where necessary.

  • Provide prompt and accurate feedback, to the Manager, Product Implementation & Service, on specific issues as they arise and with the appropriate action.

  • Responsible for ensuring safe work practices are followed at all times to assure the health and safety of oneself or other persons in the company.

  • Develop and maintain team relationships with other departments and colleagues.

  • Adhere to organization and department policies, quality procedures and protocols.

Relevant qualifications

  • Engineering degree or similar relevant qualification

  • Experience in similar roles in Healthcare industry is strongly desired

  • Experience in IT solution implementation

  • Must possess and maintain a valid driver’s

Desired Competencies & skills

  • Field experience supporting medical or automation equipment in a healthcare setting is a plus.

  • Fluent in French (speaking and writing)

  • Good command of English is essential. An additional language knowledge is advantageous

  • Excellent customer service and interpersonal skills at all levels.

  • Working knowledge of PC hardware, windows operating systems and basic networking.

  • Strong IT skills

  • Demonstrable analytical and problem solving skills are essential.

  • Ability to positively contribute to a team environment, supporting others as well as working independently under pressure.

  • Dynamic, action oriented, self-motivated and enthusiastic.

  • Well organized, process oriented and diligent with an eye for detail and quality.

  • Flexible & adaptable with capability and willingness to embrace change.

Travel requirements & Location of the position

The role will require travel across the Region in support of colleagues & customers as required including overnight travel to meetings, training courses and conferences outside of the Region will be necessary from time to time.

The position is home-based with daily travel to customer sites in the territory within the Region.

Estimated overnight travel: 30%

Primary Work Location

FRA Rungis Cedex - Bâtiment Londres

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.