Job Description Summary

As the Field Service Engineer, you will report to the Field Service Manager and be responsible for delivering technical support on the assigned BD Diagnostics instruments and systems within the assigned region. You will ensure to guarantee customer satisfaction through an outstanding service and efficient mastery of reported incidents and requests of the customer.

This is a field based role, the region covered will be mostly Wallonia region, Belgium. There will also be a requirement to attend the BD, Belgium office throughout the year.

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.

Why join us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

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.

Become a maker of possible with us!

Main responsibilities will include:

• Perform local technical support on the assigned BD Diagnostics instruments and systems as agreed in the customer service level agreements (SLA); such as installations, deinstallations, relocations, certifications (IQ/OQ) and repairs.

• Handle from a more in-depth knowledge of certain instruments and systems, more complex problems, in an independent way by checking performance and reporting & documenting completion and performance of service intervention, in order to deliver a qualitative service in accordance to the BD specifications and customer SLA’s.

• Work together with the Planning & Dispatching on scheduling the appointments with the customer; ensuring all necessary goods, spare parts and tools are available; managing and assuring the logistics, executing the necessary actions.

• Investigate, diagnose, troubleshoot and support the customers remotely if possible, for technical problems reported by the customer. In case an immediate solution cannot be offered, the Field Service Engineer goes on site for more in-depth problem handling in order to deliver an adequate and qualitative service with minimal inconveniences for the customer.

• Prioritise, plan and execute field corrective actions, upgrades and actions for preventive maintenance, according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer.

• Successfully complete all formal training on BD products as required by territory assignment and maintain professionalism at all times through dress, behavior, oral and written communications.

• Manage the personal planning and administration, as required by management. Inform the Planning & Dispatching of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices, technical reports, service bulletins, historical account information, etc...).

• Complete and upload all relevant data in the service management systems in order to guarantee optimal operational efficiency and to deliver the necessary information for an adequate capacity planning and dispatching

• Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended European guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.

• Escalate problems per procedure to the Field Service Team Leader in case an immediate solution cannot be offered to the customer.

• Comply with all quality, ISO, GMP and safety regulations as required by the organisation and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.

• Explain the content of a service contract to the customer, its terms of condition, the benefits and pricing in order to raise the customers' awareness on the content of the technical support related to the BD instrument or system and advantages of a service contract.

• Inform local administration on the status of the contract of the customer in order to guarantee good contract service to the customer.

• Inform and check at the customer site if the requirements for ensuring a successful installation of the requested BD instrument or system are present. Report and document the results of the visit to the Technical Support Team Leader.

• Inform the customer to undertake the necessary actions before initiating the installation process in order to minimise complications during installation.

• Manage customer satisfaction by instilling confidence in BD products and services through quality workmanship and professionalism.

• Provide qualitative after sales services, continuous monitoring customer satisfaction, detecting customers’ expectations & needs, offer possible solutions to the customer and communicate possible opportunities to the relevant departments in order to ensure the expectations of the customer with regard to delivered service are fulfilled and to expand business for Technical Support.

About you:

• MBO-4 or HBO, Engineering or related technical and business discipline or equivalent combination of related education and experience

• Proven track record in technical service or customer support function

• Self-motivated, enthusiastic and friendly

• Strong communication and interpersonal skills

• Results oriented and high level of commercial attitude

• Process oriented and well organized; experienced in continuous improvement methods

• Experience in servicing instruments in the medical or research sector is a pre.

• Languages: English & French language skill are required.

• Full car license is essential

• Weekend Duty: candidate will be part of the team of Field Service Engineers performing telephone & on-site customer support during the weekend and on bank holidays.

Click on apply if this sounds like you!

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

To learn more about BD visit: https://bd.com/careers

Required Skills

Optional Skills

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Primary Work Location

BEL Erembodegem - Dorp 86

Additional Locations

Work Shift