Field Service Technician (Field Based) Northern VA/DC

Job description

We are the people who give possibilities purpose 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 DescriptionField Support Engineer Northern Virginia / Washington, DC Region BD Parata is currently seeking a Field Support Engineer supporting the Northern Virginia and Washington, DC region. In this role, you will provide advanced technical support, preventive maintenance, installation assistance, and break/fix service for BD Parata's pharmacy automation solutions. This position requires a strong combination of technical expertise, mechanical aptitude, customer relationship skills, and independent problem-solving abilities. You will work directly with pharmacists, pharmacy owners, technicians, and healthcare professionals to maximize equipment uptime and deliver an exceptional customer experience. For more information regarding BD Parata Pharmacy Automation solutions, please visit: https://parata.com Key Responsibilities Deliver exceptional customer service while troubleshooting, repairing, and maintaining pharmacy automation equipment. Diagnose and resolve complex electromechanical, software, networking, and system integration issues. Perform preventive maintenance, inspections, upgrades, and corrective repairs to maximize system uptime and reliability. Respond to service requests within established Service Level Agreements (SLAs). Educate customers on proper equipment operation, daily maintenance procedures, and best practices. Utilize remote diagnostic tools and technical resources to identify and resolve issues efficiently. Collaborate with Technical Support, Engineering, Product Development, Manufacturing, and Field Service teams to resolve complex customer issues. Assist with installation, relocation, and implementation of new pharmacy automation systems as needed. Accurately document service activities, corrective actions, root cause findings, and customer interactions within Salesforce Field Service. Provide feedback on product performance, recurring service trends, and customer needs to support continuous improvement initiatives. Manage multiple priorities while maintaining strong communication with customers and internal stakeholders. Support regional operations, including occasional overnight travel, weekend coverage, holiday support, and overtime as business needs require. Minimum Qualifications High School Diploma or equivalent required. Three or more years of experience in field service, technical support, industrial maintenance, biomedical equipment service, automation, military electronics, information technology, or a related technical field. Strong working knowledge of Microsoft Windows operating systems, software installation, system configuration, and troubleshooting. Proficiency with Microsoft Office applications. Working knowledge of computer networking fundamentals, including TCP/IP, IP addressing, network diagnostics, routers, switches, and peripheral device connectivity. Experience utilizing diagnostic software, remote support tools, and technical documentation. Ability to locate, modify, and troubleshoot software configuration files and application settings. Strong mechanical aptitude with the ability to disassemble, repair, and reassemble complex electromechanical systems. Ability to read technical drawings, service manuals, and troubleshooting documentation. Demonstrated ability to independently diagnose and resolve technical issues with minimal supervision. Excellent communication, customer service, organizational, and time-management skills. Valid driver's license with an acceptable driving record. Preferred Qualifications Associate degree in Engineering Technology, Electronics, Information Technology, Computer Science, Mechanical Technology, Biomedical Equipment Technology, or a related technical discipline. Experience supporting healthcare technology, pharmacy automation, robotics, industrial automation, biomedical equipment, medical devices, copier/printer systems, ATM systems, or similar electromechanical equipment. Experience using Salesforce Field Service or a comparable service management platform. Experience installing, maintaining, or troubleshooting network-connected hardware and software solutions. Military technical training and service experience. Territory & Travel Expectations Primary coverage area includes Northern Virginia and Washington, DC. Support may periodically extend into Maryland, Delaware, Pennsylvania, West Virginia, and surrounding regions based on business needs. Daily vehicle travel is required and may average three to five hours per day. Overnight travel may be required for customer support, training, installations, and special projects. Occasional air travel may be required. Work Environment and Physical Demands The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Work will be performed primarily within pharmacy and healthcare environments, as well as during travel between customer locations. Position requires frequent standing, walking, bending, kneeling, reaching, and movement throughout customer facilities. Must be able to safely lift, carry, push, and pull up to 50 pounds frequently and up to 100 pounds occasionally. Must be able to stand for extended periods, occasionally up to 10 to 12 hours during service, installation, or maintenance activities. Must possess the ability to see, hear, communicate, climb, balance, stoop, kneel, crouch, crawl, reach, grasp, sit, stand, and walk as required to perform service activities safely and effectively. Daily vehicle travel is required as part of customer support responsibilities. Ideal Candidate Profile The ideal candidate is a self-motivated technical professional who thrives in a customer-facing environment. They possess strong troubleshooting skills, exercise sound judgment under pressure, and can independently manage a dynamic workload while delivering exceptional customer experiences. Successful candidates are comfortable working on complex electromechanical systems, communicating with healthcare professionals, and balancing multiple high-priority service requests in a fast-paced environment. At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting. For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law. Why Join Us?To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we