Field Service Engineer (Wilmington, NC)

BD is one of the largest global medical technology companies, advancing the world of health through innovative MedTech products. The Field Service Engineer role supports BD Medication Management Solutions (MMS) automated dispensing systems, including the BD Pyxis brand, which enhances medication safety, clinician efficiency, and operational predictability.

About the role

The Field Service Engineer is a field-based position in Wilmington, NC, with daily travel to customer locations within the assigned territory. Ideal candidates will reside within a 30-mile radius of Wilmington. A company vehicle is provided, and up to 25% overnight travel may be required. On-call coverage hours may vary based on business needs.

Responsibilities

• Technical Support & Troubleshooting
  • Provide remote and on-site technical support for automated dispensing systems, including Department of Defense (DoD) and Defense Health Agency (DHA) facilities.
  • Respond to, evaluate, prioritize, and resolve work orders within service-level expectations.
  • Diagnose and repair proprietary hardware and software components with full case ownership.
  • Independently troubleshoot complex issues and escalate to Senior or Lead FSEs as needed.
  • Support government accounts requiring eligibility for a CAC (Common Access Card).
• Field Services & Preventive Maintenance
  • Execute preventive maintenance programs to ensure system reliability and uptime.
  • Perform installations, in-servicing, repairs, calibrations, and general technical support.
  • Maintain accurate inventory of spare parts in accordance with company policy.
  • Properly maintain company-issued assets including vehicle, tools, and equipment.
• Customer Communication & Relationship Management
  • Build positive customer relationships through professional communication and timely support.
  • Document service activities, expenses, and time logs accurately using approved tools.
  • Partner with Sales and Implementation teams to support deployments and customer experience.
• Compliance, Documentation & Quality
  • Follow service procedures including complaint handling and Medical Device Reporting (MDR).
  • Ensure all service documentation meets regulatory and corporate requirements.
  • Uphold company safety policies, quality expectations, and operational standards.
• Training & Professional Development
  • Participate in ongoing training to expand technical knowledge of BD product lines.
  • Attend manager-approved seminars, training sessions, and development programs.
  • Stay informed on emerging technologies, best practices, and system updates.
• Teamwork & Collaboration
  • Work independently and collaboratively to meet service goals and commitments.
  • Support leadership with escalations, advanced troubleshooting, and case resolution.
  • Contribute to a preventive service culture through shared insights and proactive support.

Requirements

• High school diploma, GED, or equivalent required.
• 1–3 years of combined hardware, software, and IT support experience with both proprietary and standard applications.
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Excellent communication, customer service, and documentation abilities.
• Eligibility for access to Local, State, and/or Federal facilities, including background investigations and required identification credentials or security badges.
• Ability to work independently, handle multiple priorities, and travel as required.
• Valid driver’s license and ability to meet company driving requirements.
• Ability to lift 85 lbs frequently and 115 lbs occasionally, including overhead lifts.
• Ability to climb, kneel, crawl, reach, grasp, stand, and walk for extended periods.

Preferred Qualifications

• Associate degree in a related field or 3+ years of Field Service or Technical Support experience.
• 24×7 on-call service experience.
• Medical or electromechanical device repair experience.
• CompTIA A+ Certification or equivalent.
• Mechanical aptitude with ability to disassemble/reassemble complex systems.
• Proficiency with Windows OS, networking, and diagnostic instruments.
• Ability to operate powered and manual hand tools.
• Daily car travel required, with occasional air travel and overnight stays.

Pay

$28.20 - $45.10 USD hourly.

Schedule

• US BD 1st Shift: 8 AM – 5 PM.
• On-call coverage may be required, with hours varying based on business needs.
• Minimum of 4 days in-office presence per week for collaboration (applies to non-field roles).

Benefits

• Company vehicle provided for field-based travel.
• Comprehensive Total Rewards program, including competitive compensation and benefits.
• Performance-based culture with reward and recognition opportunities.
• Ongoing training and professional development programs.
• Eligibility for COVID-19 vaccination or testing requirements, with accommodations available pursuant to applicable law.