Technical Support Engineer (remote)

$78,000 - $128,700/Yr

BD - Durham, NC

Full-time - Mid Level

Remote - Durham, NC

Miscellaneous Manufacturing

About the position

As a Technical Support Engineer at BD, you will provide essential technical phone support and problem resolution for customers utilizing Parata's Central Fill pharmacy systems and automation products. This role involves instructing customers and field employees on the operation and maintenance of various hardware and software systems, ensuring customer satisfaction through effective troubleshooting and support.

Responsibilities

• Provide technical support in a Technical Assistance Center environment.
• Consult with field service and customer engineers to diagnose problems and apply technical knowledge.
• Troubleshoot issues with computer workstations, servers, and pharmacy automation systems.
• Apply knowledge of electrical and mechanical engineering in troubleshooting products including robotics and servo systems.
• Maintain problem ownership and accountability, following up on issues and ensuring customer satisfaction.
• Document service reports and maintain a knowledge base in Salesforce.
• Foster positive customer relations by responding to inquiries in a professional manner.

Requirements

• Two to five years of related Technical Support Engineer experience with an Associate's degree in a technical field.
• Prior field service experience with industrial/pharmacy automation systems is strongly recommended.
• Experience with PLC design, modification, and application is recommended.
• Knowledge of DC motor control and control algorithms is required.
• Familiarity with robotic control theory, including servo systems and PID controllers.
• Proficiency in software knowledge including Microsoft, SQL, scripting languages, .NET Framework, C#, and C++.

Nice-to-haves

• Experience with remote support applications such as BeyondTrust, Teamviewer, and RDP.
• Proven customer service experience in a technical support environment.
• Ability to ensure effective remote troubleshooting techniques with end users of various technical expertise levels.

Benefits

• Competitive salary range of $78,000.00 - $128,700.00 USD annually.
• Opportunities for professional development and learning.
• Supportive work environment that encourages growth and well-being.