Field Service Technician

Job Description Summary

Opportunity to join our team and work on our market-leading Automated Robotic Medication Dispensing capital equipment - BD ROWA and BD Pyxis across Queensland.

Job Description
- We are the makers of possible

BD is one of the largest global medical technology companies in the world. _Advancing the world of health_ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description Summary

As Field Service Engineer, you will provide software and hardware support for BD ROWA (80%) and Pyxis (20%) our retail pharmacy, central pharmacy and hospital customers respectively, across Queensland. Provide remote support and diagnostics to products including server reboots and patching, carry out field repairs, preventative maintenance, performance testing and electrical safety testing of company related electro-medical equipment.

If you have recently completed a Mechanical, Electrical or Electronics trades qualification and/or have a few years of experience, we would welcome you to apply.

Purpose of Role:
- Provide software and hardware support for BD ROWA and Pyxis.- Remote support and diagnostics to products including server reboots and patching- Handover of remote service diagnosis to Field Engineers- To carry out field repairs, preventative maintenance, performance testing and electrical safety testing of company related electro-medical equipment.- To provide a point of contact for Medical Systems customers for electronic servicing of equipment, spare parts and technical information.- To assist and support installations of Medical Systems- Actively participate with other team members to achieve the department’s objectives- Responsible for ensuring adherence to department health and safety procedures- Responsible for ensuring all documentation is up to date and accurate

Key Responsibilities:
- Ensure timely diagnosis of system errors and customers issues resolved promptly.- Ensure SW levels of equipment are current- Ensuring product repair turnaround goals are achieved.- Provide technical sales support, including performing workflow and system reviews as part of the implementation process.- Perform routine and breakdown maintenance as required.- Plan, schedule and communicate Preventative Maintenance visits and breakdown visits to fit in with the customers’ requirements. Comply with Preventative Maintenance, service agreement and support SOP’s.- Monitor cases between Service Desk and customer for assigned sites. Escalate and manage as required- Retrieve technical information from devices and servers to assist with support cases.- Use established tools to ensure all devices are kept updated with the latest Antivirus files, and all required Microsoft Security Patches according to established policy.- Advise and maintain co-operative working relationship with Account mangers/ Product managers, Project managers, and contractors.- Asist and advise as needed pre sales service department requires to appropriate stake holders- Responsible for ensuring safe work practices are followed at all times to assure the health and safety of oneself or other persons in the company.- Escalate to Project Manager & Regional Service Manager of any potential issues, customer complaints or task requiring special skills or resources.- Identify potential sales/ contract opportunities and communicate as appropriate.- Responsible for documenting all work (accurate and up to date) carried out in relation to repairs, preventative maintenance, calibration, performance and electrical safety testing.- Responsible for maintaining records in accordance with Medical System’s work instructions.- Ensuring relevant skills and knowledge are maintained in order to accomplish acceptable performance.- Participation in training courses on specialized topics, locally or overseas as required.- Maintaining knowledge and understanding of the latest Australian Standards relating to electro-medical equipment.- Maintain company confidentially in all dealings with customers and product knowledge.- Asist in the coordination and reporting of metrics for recalls, liaise with appropriate business groups as needed.- Available to work travel and work interstate as requested on short notice.- Responsible for setting and agreeing individual personal objectives with your manager and actively participating in the performance appraisal of those objectives.

Skills and Experience:
- Ability to understand information accurately and to thus focus/ prioritize the team as appropriate.- Strong technical knowledge, interpersonal/negotiation skills, as well as time management, ability to direct and support as appropriate.- Strong server knowledge and remote diagnostic experience- Ability to identify potential issues/