Field Service Representative

**Job Description Summary**:
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.

The **Field Service Representative** is responsible for providing on-site support to BD customers. That includes, but is not limited to support of installation, corrective maintenance, preventative maintenance, removals. In addition, after hours, holiday and weekend support may be required by phone and/or on-site.

**Responsibilities**
- Mississauga, Ontario (Greater Toronto Area) position providing multi-platform service support throughout the province, and Eastern Canada.
- Install and service complex diagnostic laboratory instrumentation, with minimum direct supervision, in response to scheduled and emergency customer requests, as dispatched, in accordance with current ISO and GMP standards.
- Flexibility to travel up to 60% of time outside of core territory, based upon business needs.
- Complete all service documentation as required by the position function, or as requested by other business functions, in accordance with current GMP requirements.
- Report and document all customer complaints in appropriate systems of record for resolution and investigation.
- Provide follow-up to customers who have recently been provided service, to verify instrument functionality and customer satisfaction.
- Properly maintain trunk stock inventory within limits established by Recommended Spare Parts List.
- Maintain all assigned calibrated test equipment and tools in good working condition and calibration dates.
- Demonstrate good judgment in utilization of company credit card, while adhering to expense levels within the established business guidelines.
- Maintain and utilize company vehicle as prescribed by car policy requirements, including vehicle service maintenance, cleanliness, and organization at all times.
- Complete all administrative requirements of the position within expected time frames.
- Provide on-call phone and on-site support per published schedules, or on short-notice, as required in support of business needs.
- Attend training in United States and Europe on assigned BD instruments as needed.
- Support an inclusive and diverse work environment.
- Working environments will include CL/BSL 3/3+ level labs

**Education and experience**:

- Bachelors or Technical Diploma in Biomedical or electrical engineering technology, or other relevant training.
- Two (2) and plus years corporate experience in a Field Service role in the medical device field required.
- Fluent in English (read, write, speak).
- Understands and applies a disciplined troubleshooting methodology when interfacing with customers on advanced technical issues.
- Proficient with MS Office tools such as Outlook, Word, Excel, PowerPoint, etc.
- Primary territory is **Greater Toronto Area, and Maritime Provinces,**back-up of other territories as required.
- Must be highly mobile, flexible, able and willing to travel outside of Ontario as needed and on short notice.
- Attend training on assigned BD instruments as requested.
- Must be able to travel and obtain a travel visa to the US for training purposes for 1-3 weeks at a time within first 24-months of employment and periodically thereafter per product line or as otherwise required
- Possess and maintain a valid driver's license and a clean driving record for a minimum of 3 years, as well as meet BD's auto safety standards.
- Able to lift a minimum of 70 lbs, and work on your feet for extended periods. This position requires a considerable amount of pushing, pulling, stooping, bending, and lifting.

**Knowledge and Skills**:

- Demonstrates excellent interpersonal skills, solid organizational, prioritization skills and a passion for providing excellent service.
- Ability to multi-task and be adaptable to changing business environments.
- Strong analytical and problem-solving skills.
- Comfortable working in a cross functional dynamic team environment.
- Ability to work independently and as part of a team.
- Experience with optics (lasers/detectors), fluidics, and pneumatics is an asset

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