Automation Service Engineer, Burlington NC

About the role

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.

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; BD COR, 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.

Requirements

• 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.
• Must possess a valid driver's license with at least 3 years of driving history, be available to work flexible hours, travel up to 50% of time outside home geographic area, and be on call as needed to meet business demands.
• Ability to lift up to 30lbs frequently and 70lbs infrequently, handle standing/bending/stooping for up to 10 hours, push/pull materials up to 100lbs, and adhere to all company Personal Protective Equipment standards and guidelines.

Qualifications

• 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
• Understanding of basic computer security concepts and standard processes
• Excellent verbal and written communication skills
• Outstanding customer service and soft skills

Skills

• Real ID
• Valid state-issued driver's license with at least 3 years of driving history and meet BD's auto safety standards

Benefits

• Annual Bonus
• Potential Discretionary LTI Bonus
• Potential reimbursement of vehicle use/mileage
• Health and Well-being Benefits
• Medical coverage
• Health Savings Accounts
• Flexible Spending Accounts
• Dental coverage
• Vision coverage
• Hospital Care Insurance
• Critical Illness Insurance
• Accidental Injury Insurance
• Life and AD&D insurance
• Short-term disability coverage
• Long-term disability insurance
• Long-term care with life insurance
• Other Well-being Resources
• Anxiety management program
• Wellness incentives
• Sleep improvement program
• Gastrointestinal health program
• Substance use management program
• Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit
• BD 401(k) Plan
• Baxter Credit Union (BCU)
• Daily Pay
• College financial aid and application guidance
• Life Balance Programs
• Paid time off (PTO), including all required State leaves
• Educational assistance/tuition reimbursement
• MetLife Legal Plan
• Group auto and home insurance
• Pet insurance
• Commuter benefits
• Discounts on products and services
• Academic Achievement Scholarship
• Service Recognition Awards
• Employer matching donation
• Workplace accommodations
• Other Life Balance Programs
• Adoption assistance
• Backup day care and eldercare
• Support for neurodivergent adults, children, and caregivers
• Caregiving assistance for elderly and special needs individuals
• Employee Assistance Program (EAP)
• Paid Parental Leave
• Jury and Witness Duty Leave

Pay

$27.00 - $43.20 USD Hourly

Schedule

US BD 1st Shift 10am-630pm (United States of America)