Lead Field Service Technician

BD; Durham (NC); On-site; Full time

Job summary

A leading global medical technology company seeks a dedicated Lead Field Service Technician to provide exceptional post-sale technical support. This role involves extensive travel, ensuring optimal equipment performance, and delivering outstanding customer service. Join a supportive environment that values growth and innovation.

Qualifications

• 3-5 years of field service experience required.
• Strong computer skills with troubleshooting abilities.

Responsibilities

• Lead projects and provide onsite support to customers.
• Travel extensively to customer locations.
• Execute complex equipment installations and troubleshooting.

Skills

Communication

Troubleshooting

Time Management

Organizational Skills

Education

Associate degree

Military training programs

Tools

Microsoft applications

Job description

Job Description Summary

We seek a dedicated Lead Field Service Technician to provide post-sale technical support to our customers through onsite engagements. As a Lead Field Service Technician, you will be responsible for ensuring the optimal performance of our equipment and delivering exceptional customer service. This role has the potential to include regional and national travel to support accounts.

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.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Duration of Employment: This position has a one-year duration, with an anticipated end date of September 30, 2026. If at the end of that period you have not been offered or have not accepted another position within BD, your employment will be terminated, and you will not be eligible for severance per Company policy or plan.

Key Responsibilities:

1. Lead projects, serve as the first point of support for customer communications and onsite activities, and be accountable for daily customer data submissions.
2. Travel extensively to customer locations, fulfilling a field-based role.
3. Acquire and demonstrate proficiency in all skill sets required for the field service technician position, including preventive maintenance, calibration, active remediations, device disassembly/reassembly, implementation, check-in, and Skills Labs.
4. Provide customer onsite and phone support services, including installation, troubleshooting, system and recall support, software maintenance, and upgrades.
5. Respond promptly to and resolve equipment errors and malfunctions, minimizing customer downtime and workflow interruptions.
6. Execute complex equipment and software installations, customize configurations to meet sales design requirements.
7. Maintain high standards of product support quality documentation and ensure the training of service associates.
8. Continuously improve processes and develop efficient technical resolutions for supporting our products.
9. Ensure customer satisfaction through the support process and the entire customer lifecycle.
10. Implement effective logistics, spare parts distribution, and knowledge tools to improve first-time-fix rates and response times.
11. Travel expectations: High – 100% travel.
12. Ability to lift and transfer up to 70 lbs. individually.

Educational Qualifications & Previous Experience:

• Associate degree, military training programs, or equivalent field service experience (3-5 years).
• Strong computer skills with troubleshooting abilities across multiple software programs.
• Self-motivated, capable of working independently or within a team.
• Develops competency by performing routine work as needed.
• Possesses and maintains a valid driver's license and meets BD's auto safety standards.

Professional Skills & Key Competencies :

• Excellent communication and presentation skills.
• Ability to understand detailed product knowledge of medical devices, software, networking, and electro/mechanical concepts.
• Proficient in hardware and software troubleshooting and repairs.
• Strong time management and organizational skills.
• Ability to coordinate travel and optimize equipment to minimize customer downtime.

Desired / Additional Skills & Knowledge:

• Background in biomedical, networking, military, or field technician roles.
• Experience in healthcare environments.
• Strong computer skills, especially with Microsoft applications and troubleshooting tools.

Additional Information

• Weekend and overtime hours are required.
• Maintain compliance with vendor credentialing standards, including immunizations and product competency.
• Valid driver’s license with a clean driving record for at least 3 years.

BD is a global medical technology company serving healthcare institutions, laboratories, and more. Learn about BD at www.bd.com

Employment is contingent upon proof of COVID-19 vaccination, with testing available in some locations. Requests for accommodation are considered under applicable laws.

Why Join Us?

A career at BD offers a supportive environment that values your contributions, encourages growth, and promotes a performance-based culture. We foster a culture of learning, accountability, and innovation, aiming to improve health worldwide. Discover more at https://bd.com/careers

Becton Dickinson and Company are an Equal Opportunity Employer, committed to diversity and inclusion.

Salary Range: $27.80 - $43.20 per hour.