JOB DESCRIPTION SUMMARY

The Technical Field Customer Support will support our vision to become the partner of choice for customer focused solutions by performing high quality plannable services such as preventative maintenance, installations and upgrades
Deliver technical support and preventative maintenance on the assigned BD instruments and systems within the assigned region in order to guarantee customer satisfaction through an outstanding service and mastery of reported incidents and requests of the customer. Demonstrate continuous & versatile learning, attending ongoing technical training to become proficient on relevant platforms in your region.

• On site support operational Excellence
• Perform local technical support on the assigned BD technical support related instruments and systems as agreed in the customer service level agreements, such as installations, deinstallations, relocations, certifications (IQ & OQ), repairs
• Handle problems, in an independent way
• Remote support, diagnostics & troubleshooting
• Investigate, diagnose, troubleshoot and support the customer remotely for technical problems reported by the customer on BD Technical support related instruments and systems that are not supported by the help desk.
• Work with dispatch function to prepare & schedule appropriate field visit should a remote solution be unobtainable
• Field corrective actions & preventive maintenance
• Prioritize, plan and execute field corrective actions, upgrades and actions for preventive maintenance on all BD technical support related instruments and systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensure business continuity for the customer.
• Pre-installation
• Functional administrative reporting
• Maintenance of car stock
• Follow local procedure to bring up technical challenges that cannot be resolved.
• Be prepared to retain ownership of escalated issues to deliver the potential solution once advised.
• Quality compliance Align with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.