Field Service Technician (Field Based) Philadelphia, PA

Field Support Engineer / Field Service Engineer

BD Parata seeks a Field Support Engineer / Field Service Engineer based in the Philadelphia, PA regional area. This field-based role delivers on-site technical support and customer service for pharmacy automation systems used in hospital, retail, and long-term-care pharmacy environments.

The Field Support Engineer provides break/fix repair, preventive maintenance, system installation support, and customer training while ensuring system uptime, SLA compliance, and customer satisfaction.

Responsibilities:

• Provide expert on-site technical support for BD Parata pharmacy automation and dispensing systems, performing break/fix service, preventive maintenance, and equipment calibration to ensure optimal system performance and reliability.
• Troubleshoot and repair complex systems through hardware diagnostics, mechanical troubleshooting, and electromechanical system repair, maintaining maximum system uptime through proactive issue identification and root-cause analysis.
• Deliver comprehensive technical training to pharmacy staff, ensuring proper system operation while responding to service requests within defined SLA requirements and collaborating with field service teams to resolve complex technical issues.
• Support system implementation and upgrades by assisting Product Implementation Teams with installations, commissioning, and upgrades while meticulously documenting all service activities and technical resolutions in Salesforce Field Service Lightning.
• Participate in regional field coverage rotation, including occasional overnight travel and weekend/holiday/on-call support, while providing valuable product performance feedback to engineering, quality, and management teams to drive continuous improvement.

Minimum Requirements:

• Seeking candidates with 3-5 years of experience as a Field Service Engineer, specifically in medical devices, healthcare technology, or pharmacy automation equipment, with a minimum educational requirement of a High School Diploma.
• Must demonstrate strong proficiency with Microsoft Windows operating systems (versions 2000 through 11) and Microsoft Office Suite, with the ability to locate, edit, and manage system configuration files and XML files.
• Hands-on experience with computer networking fundamentals including TCP/IP protocols, IP configuration, router/switch management, and advanced network troubleshooting skills to ensure optimal system performance.
• Experience with system ghosting, imaging, and re-imaging processes, coupled with strong mechanical aptitude and proficiency using standard hand tools for equipment maintenance and repair.
• Proven ability to perform in-depth disassembly and reassembly of complex subsystems, with excellent skills in documenting technical work with clarity and accuracy to maintain comprehensive service records.

Preferred Requirements

• Associate Degree or equivalent experience in Engineering Technology, Electronics, Mechatronics, IT, or STEM-related discipline
• Experience supporting automated dispensing systems or pharmacy robotics
• Prior work in regulated healthcare or FDA-regulated environments

Work Environment & Physical Requirements

• Field-based role operating across hospital, retail, and long-term-care pharmacy sites
• Frequent standing, walking, bending, lifting, and equipment handling
• Ability to lift up to 50 lbs frequently and 100 lbs occasionally
• Periodic extended workdays up to 1012 hours
• Daily vehicle travel across the Philadelphia regional territory (average up to four hours per day)
• Occasional overnight and air travel

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.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.