Field Service Technician, Kansas City, Kansas

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), this role 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, food and water safety, and patient outcomes. BD, one of the largest global medical technology companies, focuses on advancing the world of health through transformative solutions.

About the role

The Automation Service Engineer (ASE) is responsible for attending to service needs of BD Advanced Diagnostics customers within the assigned geographic territory of Kansas City, Kansas, 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 the company credit card while adhering to expense levels within established business 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 and complete requirements to gain and maintain access to customer facilities. Candidate must have 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’s IT 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 the time outside the home geographic area, and be on call as needed to meet business demands.
• 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 (advantageous).
• 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 the course of an 8-to-10-hour day.
• Ability to sit, kneel, squat, bend, and stand repeatedly in 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, including in adverse weather conditions.
• 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.

Benefits

• Annual Bonus.
• Potential Discretionary Long-Term Incentive (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.
• Diabetes management program.
• Virtual physical therapy.
• Emotional/mental health support programs.
• Weight management programs.
• Gastrointestinal health program.
• Substance use management program.
• Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit.

Retirement and Financial Well-being

• BD 401(k) Plan.
• BD Deferred Compensation and Restoration Plan.
• 529 College Savings Plan.
• Financial counseling.
• 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.
• 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.
• Support for fertility, birthing, postpartum, and age-related hormonal changes.

Leave Programs

• Bereavement leave.
• Military leave.
• Personal leave.
• Family and Medical Leave (FML).
• Jury and Witness Duty Leave.

Pay

$27.00 - $43.20 USD hourly.

Schedule

10:00 AM - 7:00 PM, with flexibility required for on-call support (~every 6 weeks) and travel up to 50% of the time. Most roles require a minimum of 4 days of in-office presence per week.