Job Description Summary
BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance cellular studies and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes. The company partners with organizations around the world to address some of the most challenging global health issues. BD has more than 70,000 associates across 50 countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiencies, improve health care safety and expand access to health. For more information on BD, please visit www.bd.com.
For the BD Integrated Diagnostic Systems Technical Service organization in Denmark, we are looking for a:
FIELD SERVICE ENGINEER
The candidate reports to the Nordic Field Service Manager and is responsible for delivering technical support on the assigned BD Diagnostics instruments and systems within the assigned region in order to guarantee customer satisfaction through an outstanding service and efficient mastery of reported incidents and requests of the customer.
He/she is responsible for: on site support & operational excellence – Perform local technical support on the assigned BD Diagnostics instruments and systems as agreed in the customer service level agreements (SLA); such as installations, deinstallations, relocations, certifications (IQ/OQ) and repairs. Handle from a more in-depth knowledge of certain instruments and systems, more complex problems, in an independent way by: (a) checking performance and reporting & documenting completion and performance of service intervention, in order to deliver a qualitative service in accordance to the BD specifications and customer SLA’s. (b) Work together with the Planning & Dispatching on scheduling the appointments with the customer; ensuring all necessary goods, spare parts and tools are available; managing and assuring the logistics, executing the necessary actions. Remote support, diagnostics & troubleshooting – Investigate, diagnose, troubleshoot and support the customer remotely if possible, for technical problems reported by the customer on BD Diagnostics instruments and systems. In case an immediate solution cannot be offered, the Field Service Engineer goes on site for more in-depth problem handling in order to deliver an adequate and qualitative service with minimal inconveniences for the customer. field corrective actions & preventive maintenance – Prioritize, plan and execute field corrective actions, upgrades and actions for preventive maintenance on all BD Diagnostics instruments & systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer. Successfully completes all formal training on BD products as required by territory assignment. Maintains professionalism at all times through dress, behavior, oral and written communications. functional administrative reporting - Manage the personal planning and administration, as required by management. Inform the Planning & Dispatching of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc...). Put all relevant data in the service management systems in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching maintenance of car stock - Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended European guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks. problem escalation - Escalate problems per procedure to the Field Service Manager in case an immediate solution cannot be offered to the customer. Quality compliance - Comply with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality. Service contracts – Explain the content of a service contract to the customer, its terms of condition, the benefits and pricing in order to raise the customers' awareness on the content of the technical support related to the BD instrument or system and advantages of a service contract. Inform local administration on the status of the contract of the customer in order to guarantee good contract service to the customer. pre-installation - Advise and check at the customer site if the requirements for ensuring a successful installation of the requested BD instrument or system are present. Report and detail the results of the visit to the Technical Support Team Leader. Inform the customer to undertake the vital actions before initiating the installation process in order to minimize complications during installation. opportunity detection & customer focus - Manages customer satisfaction by instilling confidence in BD products and services through quality workmanship and professionalism: (a) providing qualitative after sales services, (b) continuous monitoring customer satisfaction, (c) detecting customers’ expectations & needs, (d) offer possible solutions to the customer and (e) communicate possible opportunities to the relevant departments in order to ensure the expectations of the customer with regard to delivered service are fulfilled and to expand business for Technical Support.
POSITION REQUIREMENT Engineering or related technical and business discipline or equivalent combination of related education and experience Proven track record in technical service or customer support function Self-motivated, enthusiastic and friendly Strong communication and interpersonal skills Results oriented and high level of commercial attitude Process oriented and well organized; experienced in continuous improvement methods Experience in servicing instruments in the medical or research sector is a pre. Languages: Danish and English Full car license is essential Weekend standby Duty: currently not existing but can take place in the future Willing to travel occasionally (<5%) in Europe and frequently to the south of Sweden.
BD offers a stimulating working environment, a competitive compensation and benefits package, and strong leadership dedication to individual development and learning.
PRIMARY WORK LOCATION
Candidate must be living in Denmark and preferable near to the Copenhagen region.