Lead Field Service Technician

BD; New York (NY); On-site; Full time

Job summary

Join a leading medical technology company as a Lead Field Service Technician. You will provide post-sale technical support, ensuring optimal equipment performance and exceptional customer service. This role requires extensive travel and a strong technical background.

Benefits

Competitive compensation

Benefits for associates

Supportive environment for growth

Qualifications

• 3-5 years of field service experience required.
• Ability to lift and transfer up to 70 lbs.
• Valid driver's license and clean driving record.

Responsibilities

• Lead projects and serve as first point of support for customers.
• Travel extensively to customer locations.
• Resolve equipment errors and malfunctions promptly.

Skills

Communication

Technical Troubleshooting

Time Management

Education

Associate degree

Military training programs

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

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 and serve as the first point of support for customer communications and onsite activities. Responsible 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, customizing 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 the ability to troubleshoot project setup, technical issues, and closeouts remotely within multiple software programs.
• Self-motivated individual who can work independently or collaboratively within a team.
• Develops competency in your area by performing routine work when required.
• Possesses and maintains a valid driver's license and meets BD's auto safety standards.

Professional Skills & Key Competencies:

• Excellent communication and presentation skills for effectively conveying information to customers and internal partners.
• Ability to learn and understand detailed product knowledge of medical devices, software, basic networking, and electro/mechanical concepts.
• Proficient in moderately complex hardware and software troubleshooting and repairs.
• Strong time management and organizational skills to ensure on-time project completion, with the ability to work effectively with minimal supervision.
• Coordinating travel arrangements and optimizing equipment to minimize customer downtime and workflow interruptions.

Desired / Additional Skills & Knowledge:

• Background in biomedical, networking, military, or field-based technician roles.
• Experience working in a healthcare environment.
• Strong computer skills and familiarity with troubleshooting various Microsoft applications, including Outlook, Excel, Word, OneNote, Bomgar, etc.

Additional Information:

• Weekend and overtime hours are required.
• Maintain compliance with customer vendor credentialing standards, including proof of immunizations, vaccines, product competency, and policy acknowledgment.
• Must possess a valid driver’s license and a clean driving record for at least 3 years, meeting BD's auto safety standards.

BD is a medical technology company serving healthcare, research, laboratories, industry, and the public. Learn more at www.bd.com

Employment is contingent upon proof of full COVID-19 vaccination, where applicable, with testing or accommodations as per policy.

Why Join Us?

A career at BD offers a supportive environment that values your contributions, encourages growth, and promotes a performance-based culture. We invest in our associates' well-being and development, offering competitive compensation and benefits. Visit our careers site to learn more.

Becton Dickinson and Company are an Equal Opportunity/Affirmative Action Employer. We do not discriminate based on race, religion, gender, or other protected statuses.

Required Skills

See detailed responsibilities above.

Optional Skills

See preferred skills and knowledge above.

Primary Work Location: USA, CA - San Diego Bldg A&B

Additional Locations and Work Shift details are provided in the full description.

BD offers competitive salary ranges from $27.80 to $43.20 per hour, based on experience, education, and location.