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We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.
Position overview
As a Technical Support Engineer, you will provide technical phone support and problem resolution for customers of Parata's Central Fill pharmacy systems, solutions, and automation products. You will instruct customers and field employees in the operation and maintenance of hardware, software, electro-mechanical and related network and database applications. Previous experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.
Key Responsibilities
Provides technical support in a Technical Assistance Center environment. Consults with field service and customer engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; follows up with local service engineers to ensure problem resolution and customer satisfaction.
Troubleshoots issues with computer workstations, servers, windows OS, software, conveyors, controls, pneumatics, and ancillary equipment used in a large-scale pharmacy automation system.
Apply knowledge of electrical, and mechanical engineering in troubleshooting for products including robotics, servo systems i.e. Programmable Logic Controller Boards, communications networks, and supervisory control systems
Maintains problem ownership and accountability. Follows up on problems, identifies recurring issues, process status, and updates customer.
Maintains documentation and service reports in Salesforce along with a knowledge base of the products and services available to the customer.
Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner, resolving problems in a timely and efficient manner.
May represent Technical Assistance Center interests on cross-functional project teams as needed.
Skills and Experience
Two to five years of related, TSE experience with an Associate's degree in a technical field. Five or more years of applicable experience may be substituted for the formal education requirement.
Prior field service experience with industrial / pharmacy automation systems strongly recommended.
PLC experience with design, modification, and application recommended
Experience with DC motor control and control algorithms
Robotic control theory, including servo systems and PID controller
Software knowledge; Microsoft, SQL, scripting languages, . NET Framework, C#, C++ , remote support applications (BeyondTrust, Teamviewer, RDP, etc...) or IT support experience a plus.
Proven customer service experience in a technical support environment.
Possess solid customer service skills. Ability to ensure effective remote troubleshooting techniques with end users of various levels of technical expertise.
Familiarity with networking hardware and software components.
Work environment and physical demands
The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.
Work will primarily be in an office setting with limited opportunities to be exposed to adverse environmental conditions.
Work will be primarily working with fingers by picking, pinching, typing, and grasping often with repetitive motion.
Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.
Must be able to carry, lift and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
Additional physical duties may be required as necessary.
While COVID-19 precautions are in effect, this role requires use of face masks/face coverings while working in our facilities. Compliance with customer safety protocols is required while visiting their facility.
Some Travel Required
Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran's status.
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.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.
Primary Work Location
USA NC - Durham - Roche Drive
Additional Locations
Work Shift
At BD, we are strongly committed to investing in our associates-their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You .
Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.
