BD (Becton, Dickinson and Company) GCS Field Service Engineer (FSE) in Warsaw, Poland
Job Description Summary
Position Title: GCS Field Service Engineer (FSE)
Department: Global Customer Service (GCS)
Reports to: GCS Service Manager
Direct Reports: None, but depend on business in 2-3 years
Overall purpose of the role:
On behalf of MMS Infusion business the Field Service Engineer provides high quality professional Customer Support services that meet the needs of both the Customer and the Business.
Deliver high quality, efficient & professional, on time services relating to;-
Pre & post-sales support
Maintenance & Repair
Hardware & software installation
Trouble shooting and problem solving
Customer technical training
Cover a defined territory but support the wider team as required
Promote products and Services and achieve defined targets
Maintain high levels of customer satisfaction
Work closely with the commercial team to drive business growth & success
This provides a general focus for the requirements of the role but is not exhaustive.
Provide our customers with a professional, friendly and differentiated level of service while maintaining a keen commercial sense.
Work closely with the sales and clinical teams to drive the commercial success of the business.
Actively promote products and services, using your status as ‘Trusted Advisor’, and meet specified targets as required.
Develop and maintain positive relationships with other departments and colleagues
Feedback all customer/market intelligence, complaints or dissatisfaction through the correct channels, and ensure follow-up where necessary.
Acquire an in-depth understanding of our products and services
Run customer technical training courses from time to time.
Complete all repairs according to BD quality standards, in a timely and efficient manner and complete administrative processes as required.
Follow all periodic compliance training
Submit expense claims monthly on time
Look after the maintenance, calibration and safekeeping of all tools and test equipment.
Responsible for the accuracy and quality of all working practices
As a representative of Becton Dickenson exhibit professionalism at all times
Provide emergency on-call cover as required.
Provide prompt and accurate feedback, to the Team Leader/Technical Service Manager, on specific issues as they arise and with the appropriate action
Manage car stock inventory effectively to achieve accuracy and correct stock levels.
Perform any other duties, as necessary, to comply with business priorities
Attend and contribute in business meetings
Participate in continuous improvement projects as required
Maintain, a friendly, positive, and enthusiastic attitude. Quality & Compliance
Adhere to organisation and department policies, quality procedures and protocols.
Comply with all quality and safety regulations as required by BD organisation, customers and Distributor Agreements.
Participate and successfully complete all required BD continuing education programs consistent with the job and personal development objectives.
The ideal candidate will be degree qualified (or equivalent) with 5+ years of work experience in a service or operations environment at a managerial level, preferably within the medical sector.
Leadership, people & customer management experience is essential.
Desired Competencies & skills
Excellent customer and interpersonal skills at all levels.
Demonstrable analytical and problem solving skills are essential.
Ability to positively contribute to a team environment, supporting others as well as working independently even under pressure.
Good communicator (written, oral & listening).
Action oriented, self-motivated and enthusiastic.
Well organised, process oriented and diligent with an eye for detail and quality.Working knowledge of PC hardware, windows operating systems and basic networking.
Strong customer focus and an ability to build long term customer relations
Commercially minded with the ability to articulate and sell service products and value propositions
Positive and professional attitude with a happy disposition
Flexible & adaptable with capability and willingness to embrace change
The ability to translate strategic vision into operational excellence.
Advanced level skills in MS Office.
Current drivers licence.
Excellent knowledge of English both oral and written.
The role will require extensive travel (about 60%) within a defined territory and across Poland in support of colleagues & customers as required. Travel to meetings training courses and conferences will be necessary from time to time.
Primary Work Location
POL Warsaw - ul. Osmanska
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.