Technical Support Engineer

Job Description Summary

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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

As a Technical Support Engineer (TSE), you will deliver technical phone support and problem resolution for customers of BD Parata’s pharmacy automation systems and solutions. You will guide customers and field employees in the operation, troubleshooting, and maintenance of hardware, software, electromechanical components, and related network and database applications.

The TSE must demonstrate strong customer service skills and the ability to deliver effective remote troubleshooting support to end users with varying levels of technical expertise. The ideal candidate will have prior experience diagnosing and resolving issues with technical products either in person or over the phone. Previous customer service experience and strong computer proficiency are essential. Because operations run 24 hours a day, seven days a week—including all holidays—the ability and willingness to work a flexible schedule when needed is critical.

• Provides technical support within a Technical Assistance Center environment. Consults with field service engineers, customer engineers, and other support staff to diagnose issues using technical knowledge and problem‑solving skills. Utilizes technical manuals, schematics, and available resources to identify and resolve problems, requesting guidance from senior team members when necessary. Ensures follow‑up with local service engineers to confirm issue resolution and maintain high levels of customer satisfaction.
• Troubleshoots issues related to computer workstations, servers, Windows OS, software, conveyors, controls, pneumatics, and other ancillary equipment used within large‑scale pharmacy automation system.
• Applies electrical and mechanical engineering knowledge to diagnose and resolve problems involving robotics, servo systems, control boards, communication networks, and supervisory control systems.
• Maintains ownership and accountability for assigned issues by providing timely follow‑up, identifying recurring problems, monitoring progress, and clearly communicating status updates to customers.
• Documents all activities and service interactions in Salesforce, maintaining accurate service reports and contributing to the knowledge base for products and services.
• Fosters positive customer relationships by responding to inquiries and complaints in a professional, supportive, and solution‑oriented manner, ensuring issues are resolved efficiently and effectively.
• Represents the Technical Assistance Center on cross‑functional project teams as needed, providing subject matter expertise and feedback to support product and process improvements.

• High School Diploma or equivalent.
• Five (5) years of related Technical Support Engineering experience, or equivalent military technical training.
• Customer service experience within a technical support environment.
• Experience with DC motor control and related control algorithms.
• Knowledge of robotic control theory, including servo systems and PID controllers.
• Familiarity with networking hardware and software components.
• Ability to work flexible hours to support department operations, including scheduled weekend shifts and rotational holiday coverage.
• Willing and able to travel when required.

• Associate’s degree in a technical field (with 2+ years of related Technical Support Engineering experience).
• Prior field service experience with industrial or pharmacy automation systems.
• Hands‑on PLC experience, including design, modification, and application support.
• Software knowledge;
  Microsoft, SQL, scripting languages, .NET Framework, C#, C++, remote support applications (Beyond Trust, Teamviewer, RDP, etc.) or IT support experience.