Automation Service Engineer

Jobtailor; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor seeks a field service engineer to provide on-site support at customer locations across our territory. You will lead customer relationships to achieve goals, identify and resolve pain points, and advocate for customers within the BD organization.

Travel overnight as required, participate in on-call rotations, and work with LC/MS instrumentation and robotics knowledge to deliver best-in-class service.

Qualifications

• Bachelor’s degree in Engineering or related field OR 10+ years of relevant experience.
• Understanding of electronics, electro‑mechanical devices, PLCs, and pneumatics.
• Networking architecture design and setup knowledge.
• Ability to discuss software upgrades with IT staff and leadership.
• Experience with robotics, LC and MS instrumentation is preferred.

Responsibilities

• Provide on-site support at customer locations within the territory.
• Lead the success of customer relationships to achieve goals.
• Identify, evaluate and resolve customer pain points.
• Advocate for customers within the BD organization.
• Attend to service needs of BD Advanced Diagnostics customers within the territory.
• Utilize test equipment and schematics to diagnose issues.
• Deliver an exceptional customer experience while working remotely without direct supervision.
• Overnight travel on short notice as required.
• Participate in weekend/holiday on-call rotation for instrument support.

Skills

Troubleshooting

Customer service

Verbal communication

Written communication

Mechatronics

Robotics

LIS knowledge

Networking

Driving

Education

Bachelor’s degree in Engineering

Tools

Test equipment

Schematic diagrams

Job description

Responsibilities

• Provide on-site support at various customer locations throughout the assigned geographic territory.
• Lead the success of the relationship with an assigned set of customers to achieve customer goals and objectives.
• Identify, evaluate, resolve or advance customer pain points.
• Act as customer advocate and liaison back into the BD organization.
• Attend to service needs of BD Advanced Diagnostics customers within assigned geographic territory.
• Utilize appropriate tools and test equipment and schematic diagrams.
• Deliver a best-in-class customer experience while working remotely without direct supervision.
• Conduct overnight travel on short-notice as required.
• Participate in weekend/holiday on-call rotation (~every 6 weeks) for instrument support.

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.
• Expertise in Robotics (preferred).
• Experience with Liquid Chromatography (LC) and Mass Spec (MS) instrumentation (preferred).
• Knowledge of Lab Information Systems (LIS) and database management (preferred).
• A+, Microsoft or Cisco accreditation advantageous (preferred).
• Understanding of basic computer security concepts and standard processes (preferred).
• Excellent verbal and written communication skills.
• Outstanding customer service and soft skills.
• Must possess and maintain a valid state‑issued Real ID driver’s license with at least 3 years of driving history and meet BD's auto safety standards.