Automation Service Engineer

Responsibilities

• Promptly respond to customer needs and perform installations, maintenance, upgrades, and repairs using electronic and computer skills to ensure instruments meet specifications.
• Collaborate across service and support teams to drive field service revenue through billable offerings like preventive maintenance and equipment moves.
• Lead customer expectations, by communicating work performed and providing follow up plan if needed.
• Collaborate with customers to proactively schedule and complete system upgrades as needed.
• Report and document all customer complaints in appropriate systems of record for resolution and investigation.
• Maintain spare parts inventory, company‑issued vehicle, and all assigned equipment (e.g., laptop, tools, test devices) in good condition and per policy.
• Demonstrate good judgment in utilization of company credit card, while adhering to expense levels within the established business guidelines.
• Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
• Participate in weekend/holiday on‑call rotation (~every 6 weeks) requiring local phone availability and potential national travel for instrument support.
• Always maintain a professional appearance.
• Must participate in vendor credentialing programs and finish the vendor credentialing requirements to gain and maintain access to customer facilities.

• Bachelor’s degree in Engineering, Electronic Technology, Computer Science, Biomedical or other related disciplines OR 10+ years of relevant experience in troubleshooting and/or repair of complex electro‑mechanical, electronic, computer, or electrical systems in commercial, industrial, or military settings required.
• Understanding of electronics, electro‑mechanical devices (Mechatronics), PLCs, and pneumatics.
• Intermediate knowledge of information systems networking architecture design and set up.
• Intermediate understanding of computer software operating systems and the ability to speak with customer’s information technology personnel and lab leadership to schedule and complete routine software upgrades and maintenance.
• Expertise in Robotics (Preferred).
• Experience with Liquid Chromatography (LC) and Mass Spec (MS) instrumentation (Preferred).
• Knowledge of Lab Information Systems (LIS) and database management (Preferred).
• A+, Microsoft or Cisco accreditation advantageous (Preferred).
• Understanding of basic computer security concepts and standard processes.
• Excellent verbal and written communication skills.
• Outstanding customer service and soft skills.
• Must possess and maintain a valid state‑issued Real r's license with at least 3 years of driving history and meet BD's auto safety standards.

• troubleshooting
• repair
• electro‑mechanical systems
• electronic systems
• computer systems
• information systems networking
• software upgrades
• Robotics
• Liquid Chromatography
• Mass Spectrometry

• customer service
• communication
• collaboration
• judgment
• professional appearance
• follow‑up
• problem‑solving
• time management
• adaptability
• teamwork

• Bachelor's degree in Engineering
• Bachelor's degree in Electronic Technology
• Bachelor's degree in Computer Science
• Bachelor's degree in Biomedical
• A+ certification
• Microsoft certification
• Cisco certification
• Real r's license