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Job ID R-449009 Date posted 31/08/2022 BACK TO SEARCH RESULTS Apply

Technical Service Engineer Infusion & Dispensing Connectivity, GCS Israel

Job Description Summary

Technical Field Service Engineer Infusion & Dispensing Connectivity, GCS Israel
Support, Implementation and Maintenance of all Connectivity Projects
In addition Implementation & Maintenance of ROWA & Pyxis Projects

Job Description

Job Title:

Technical Field Service Engineer Infusion & Dispensing Connectivity, GCS Israel

Reports to:

Manager GCS Central Europe

Function: MMS


BD GCS Israel

Dept: GCS


JG 3


We are looking for a hands-on, passionate, high-energy, proactive, dynamic Specialist, with start-up, value-driven and consultative mentality, to join our team as Technical Field Service Engineer.

Developing, implementing and managing programmes and processes to provide effective field service support to Israel affiliate in accordance with quality and performance targets.

The incumbent will be part of our Global Customer Service (GCS) department working in close collaboration with the Professional Service, Sales department and GCS Operation to provide Technical Service to customers with the following duties:

  • Customer site activities (Supporting IT Implementation of new devices, Software updates & upgrades, maintenance, hardware configuration, User training)
  • Install and commission BD ROWA equiepment    
  • Technical Hot Line & IT User related Remote Service
  • Technical training internal & external
  • Service contracts
  • Service provider coordination or IT hospital stakeholder
  • Service Administration

 The Technical Field Service Engineer will work closely with GCS regional Leadership, Professional Service, Sales, Customer Support, Marketing, Quality and Regulatory.

Main Responsibilities

Provide GCS technical support to German customers on the following areas:

Customer Site Activities:

  • Maintenance, Repair & Tracking of cases
  • Installation, Implementation & Introduction of ACE, AIC, Gateways, Pyxis Med Station & ROWA
  • Sales Support
  • Contract business
  • Maintain a safe, clean, and tidy and safe work environment at all times

Technical Hot Line

  • Analyse technical problems reported by customers over the phone & remoteley
  • Provide level 1 & 2 technical support to customers on technical questions related to ACE, AIC, Gateways & Dispensing (Pyxis Med Station & ROWA)
  • Escalate technical issues to Level 3 support team

Technical training

  • Provide on demand quality controlled training documentation
  • Conduct field visits, providing user training at customer locations
  • Organise and facilitate internal trainings to develop the team members

Service contracts

  • Monitor IT Service contracts and renewals with Customer Service
  • Proactively propose care plans to customers to generate additional Service revenue

Service administration

  • Verify service reports
  • Ensure all relevant fields are copied to out ERP system
  • Prepare and follow up on Service quotes
  • Ensure all Service contract and maintenance are processes to invoicing in ERP

Duties / Accountibilities:

This provides a general focus for the requirements of the role but is not exhaustive.

  • Demonstrate a working understanding of products, related technologies (hardware & software) and the Implementation process.
  • Work with the Project Management Team and Application Specialist together and coordinating and performing all the project phases in relation with agreed timelines
  • Serves as the technical IT subject matter expert for product installation & implementation, repair, troubleshooting and maintenance.
  • Collaborate with the team to Integrate basic products/services with customer systems and products
  • Provide technical support and advice to customer service and sales for contract and tendering quotations applying professional and appropriate controls and references.
  • Actively participate as the country representative for Infusion & Dispensing products with respect to escalations, complaint focus, and technical updates.
  • Proactively propose changes in the organization to optimize local GCS processes
  • Identify opportunities for additional Service revenue generation
  • Participate to efforts on GCS standardization
  • Adhere to organization and department policies, quality procedures and protocols.
  • Ensure all service communication literature is in compliance to BD Brand Identify and regulatory requirements in partnership with Marketing Communications and Regulatory departments


  • Bachelor or Technical degree (IT, Electronical or Biomed)
  • Proven electrical/mechatronic
  • Technical IT background  and Experience in the area of Medical devices
  • Software experience to integrate our products in a hospital network
  • Strong technical orientation and experience supporting proprietary and standard applications. Have the ability to troubleshoot problems in a logical manner.
  • Analytical thinking

Additional Qualifications / Skills which will be an advantage to have

  • Excellent presentation and communication
  • Ability to train others on technical matters
  • Effective interaction with all levels of internal and external staff in problem solving and stressful situations
  • Fluent in local language, good knowledge of English both oral and written
  • Team player working closely with all internal stakeholder
  • Good skills in MS Office
  • IT Knowledge should be exist (MSSQL Database and PL/SQL scripting)
  • Basic experience and understanding of automated control systems which include the use of PLCs
  • Experience working with electrical control systems including relays, contactors, DC and AC
  • Experience working with process automation protocols. I.e. MODBUS, Profibus, Can-bus, Hart, Profinet (not essential)
  • Knowledge of low voltage supplies and control wiring
  • Experience in HVAC control and / or Building Management Systems
  • Construction Skills Certification Scheme card or equivalent
  • The ability to translate strategic vision into operational excellence
  • Performance orientated and able to work to delivery of agreed targets
  • Driver License

Travel requirements

70% travel will be required

Primary Work Location

ISR BD-Israel

Additional Locations

Work Shift


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