Automation Service Technician, Burlington, North Carolina

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), this position is with Waters, a global leader in life sciences dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. Waters collaborates with analytical laboratories worldwide to advance medicine, ensure food and water safety, and improve patient outcomes.

About the role

The Automation Service Engineer (ASE) is responsible for attending to service needs of BD Advanced Diagnostics customers within an assigned geographic territory, as well as nationally on an as-needed basis. This role requires a self-starter who can deliver a best-in-class customer experience while working remotely without direct supervision and conducting 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 BD COR, KiestrA, Microbiology, Molecular, and LC/MS.
• Drive field service revenue through billable offerings such as preventive maintenance and equipment moves by collaborating across service and support teams.
• Lead customer expectations by communicating work performed and providing follow-up plans as needed.
• Collaborate with customers to proactively schedule and complete system upgrades.
• 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 the utilization of a company credit card while adhering to expense guidelines.
• Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
• Participate in weekend/holiday on-call rotation (~every 6 weeks), requiring local phone availability and potential national travel for instrument support.
• Maintain a professional appearance at all times.
• Participate in vendor credentialing programs to gain and maintain access to customer facilities. Must possess a Real ID.

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.
• Understanding of electronics, electro-mechanical devices (Mechatronics), PLCs, and pneumatics.
• Intermediate knowledge of information systems networking architecture design and setup.
• Intermediate understanding of computer software operating systems and the ability to communicate with customer IT personnel and lab leadership to schedule and complete routine software upgrades and maintenance.
• Valid driver’s license with at least 3 years of driving history. Must be available to work flexible hours, travel up to 50% of the time outside the home geographic area, and be on call as needed.
• Ability to lift up to 30 lbs frequently and 70 lbs infrequently, handle standing/bending/stooping for up to 10 hours, push/pull materials up to 100 lbs, and adhere to all company Personal Protective Equipment standards and guidelines.

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

Physical Requirements

• Ability to lift 30 to 40 lb objects from the floor to chest level.
• Ability to turn manual sockets, crescent wrenches, and screwdrivers repeatedly over an 8-to-10-hour day.
• Ability to sit, kneel, squat, bend, and stand repeatedly over an 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.
• Ability to drive distances of up to 6 hours in adverse weather conditions.
• Able to climb portable ladders and step stools.
• May be required to wear a respirator while servicing equipment; must pass a fit test and annual spirometry.

Schedule

10:00 AM – 7:00 PM, with on-call support required during weekends and holidays (~every 6 weeks).

Pay

$27.00 - $43.20 USD hourly, with potential for annual and discretionary long-term incentive bonuses. Reimbursement for vehicle use/mileage may also be available.

Benefits

• Health and Well-being:
  • Medical, dental, and vision coverage.
  • Health Savings Accounts and Flexible Spending Accounts.
  • Hospital Care Insurance, Critical Illness Insurance, Accidental Injury Insurance, Life and AD&D insurance.
  • Short-term and long-term disability coverage.
  • Long-term care with life insurance.
  • Well-being resources including anxiety management, wellness incentives, sleep improvement, diabetes management, virtual physical therapy, emotional/mental health support, weight management, gastrointestinal health, substance use management, and musculoskeletal/cancer/bariatric surgery benefits.
• Retirement and Financial Well-being:
  • BD 401(k) Plan and Deferred Compensation and Restoration Plan.
  • 529 College Savings Plan and financial counseling.
  • Baxter Credit Union (BCU) and Daily Pay.
  • College financial aid and application guidance.
• Life Balance Programs:
  • Paid time off (PTO), including all required state leaves.
  • Educational assistance/tuition reimbursement and MetLife Legal Plan.
  • Group auto and home insurance, pet insurance, and commuter benefits.
  • Discounts on products and services, academic achievement scholarships, and service recognition awards.
  • Adoption assistance, backup day care and eldercare, support for neurodivergent individuals, caregiving assistance, and Employee Assistance Program (EAP).
  • Paid Parental Leave and support for fertility, birthing, postpartum, and age-related hormonal changes.
  • Bereavement, military, personal, and Family and Medical Leave (FML), as well as jury and witness duty leave.

Most roles require a minimum of 4 days of in-office presence per week. Employment is contingent upon proof of full COVID-19 vaccination or availability/testing in some locations. Accommodation requests will be considered pursuant to applicable law.