Automation Service Engineer - Baltimore, MD

Job Description

BDC Diagnostic is seeking a field-based Automation Service Engineer to provide on-site support at various customer locations throughout the Baltimore MD, Washington DC area. This position is responsible for leading the success of the relationship with an assigned set of customers in order to achieve the goals and objectives identified by the customer and BD. The individual will be responsible for identifying, evaluating, resolving or advancing customer pain points. In addition, the individual will act as customer advocate and liaison back into the BD organization.

Duties And Responsibilities

• Promptly respond to customer needs and perform installations, maintenance, upgrades, and repairs using electronic and computer skills to ensure instruments meet specifications.
• Primary laboratory systems include but are not limited to; KiestrA, Microbiology, Molecular, and LC/MS
• Revenue Generation, collaborate across service and support teams to drive field service revenue through billable offerings like preventive maintenance and equipment moves
• Lead customer expectations, by communicating work performed and providing follow up plan if needed
• Collaborate with customers to proactively schedule and complete system upgrades as needed
• Report and document all customer complaints in appropriate systems of record for resolution and investigation.
• Maintain spare parts inventory, company-issued vehicle, and all assigned equipment (e.g., laptop, tools, test devices) in good condition and per policy.
• Demonstrate good judgment in utilization of company credit card, while adhering to expense levels within the established business guidelines.
• Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
• On-Call Support: Participate in weekend/holiday on-call rotation (~every 6 weeks), requiring local phone availability and potential national travel for instrument support.
• Always maintain a professional appearance.
• Must participate in vendor credentialing programs and finish the vendor credentialing requirements to gain and maintain access to customer facilities.

Position Summary

The Automation Servicer Engineer (ASE) is responsible for attending to service needs of BD Advanced Diagnostics customers within their assigned geographic territory, as well as nationally, on an as-needed basis, utilizing appropriate tools and test equipment and schematic diagrams. The ASE is a self-starter, with the ability to deliver a best-in-class customer experience, while working remotely without direct supervision and able to conduct overnight travel on short-notice.

Shift

Monday-Friday, 10 AM - 7 PM

Minimum Qualifications

• Bachelor’s degree in Engineering, Electronic Technology, Computer Science, Biomedical or other related disciplines OR 10+ years of relevant experience in troubleshooting and/or repair of complex electro-mechanical, electronic, computer, or electrical systems in commercial, industrial, or military settings required.
• Understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.
• Intermediate knowledge of information systems networking architecture design and set up.
• Intermediate understanding of computer software operating systems and the ability to speak with customer’s information technology personnel and lab leadership to schedule and complete routine software upgrades and maintenance.

Preferred Expertise

• Expertise in Robotics
• Experience with Liquid Chromatography (LC) and Mass Spec (MS) instrumentation
• Knowledge of Lab Information Systems (LIS) and database management
• A+, Microsoft or Cisco accreditation advantageous

Physical Requirements

• Ability to lift 30 to 40 lb. objects from the floor to chest level
• Ability to turn manual sockets, crescent wrenches, and screw drivers repeatedly over the course of an 8-to-10-hour day
• Ability to sit, kneel, squat, bend, and stand repeatedly in a 8–10-hour period to assemble and repair instrument suites
• Ability to push and pull objects weighing up to 70 lbs
• Ability to perform fine motor tasks while reaching over the course of an 8–10-hour day
• Ability to carry a 30 lb. pack on your back for up to 1 hour
• Able to climb portable ladders and step stools
• May be required to wear a respirator while servicing equipment, thus must be able to pass a fit test and annual spirometry