Technical Support Engineer

Job Description Summary 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, 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. You may work in our Durham, North Carolina headquarters, our Pleasant Prairie, Wisconsin office, or remotely from your home. Occasional travel up to 10% may be required. Job Description We are the makers of possible 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 MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 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. 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. 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 / Controls / RFID experience recommended. Software knowledge; Microsoft, SQL, scripting languages, 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. Supervisory/Management position None Primary contacts in this position Manager/Supervisor- daily, weekly, or as needed Parata office employees – as needed Parata Customers – daily Corporate HR staff –as needed Advancement opportunities Technical Support Engineer II 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. PDN Primary Work Location USA NC - Durham - Roche Drive Additional Locations Work Shift BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health. 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.