BD Nogales Norte
Technical Support Engineer
BD Nogales Norte, Pleasant Prairie, Wisconsin, United States, 53158
Technical Support Engineer
BD Nogales Norte
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, electro‑mechanical and related network and database applications. Prior experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.
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 problems; 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.
Applies knowledge of electrical and mechanical engineering in troubleshooting for products including robotics, servo systems, PLC boards, communications networks, and supervisory control systems.
Maintains problem ownership and accountability. Follows up on problems, identifies recurring issues, and updates status to customer.
Maintains documentation and service reports in Salesforce and a knowledge base of the products and services available to the customer.
Fosters positive customer relations by responding to complaints/inquiries cooperatively, professionally, and resolving problems in a timely manner.
May represent Technical Assistance Center interests on cross‑functional project teams as needed.
Required Skills / Experience
Two to five years of Technical Support Engineering experience with an Associate’s degree in a technical, STEM field.
Five or more years of Technical Support Engineering may be considered in lieu of education.
Working knowledge around Controls, Networking and Servers.
Experience with DC motor control and control algorithms.
Robotic control theory, including servo systems and PID controller.
Software knowledge: Microsoft, SQL, scripting languages, .NET Framework, C#, C++, remote support applications (BeyondTrust, Teamviewer, RDP, etc.).
Networking and Server experience required.
Proven customer service experience in a technical support environment.
Solid customer service skills with ability to provide effective remote troubleshooting to end users.
Critical thinking and logical troubleshooting ability.
Preferred Skills / Experience
IT support experience.
PLC experience and design, modification, and application.
Prior field service experience with industrial / pharmacy automation systems.
Work Environment & Physical Demands
Primarily an office setting with limited exposure to adverse environmental conditions.
Repetitive motion tasks: typing, picking, pinching, grasping.
Visual acuity for computer screen; ability to talk, hear, sit for extended periods.
Ability to lift, carry and push/pull up to 5 lb frequently, up to 30 lb occasionally.
Will work in a face‑mask environment; compliance with customer safety protocols; some travel required.
Location Primary Work Location: USA NC - Durham - Roche Drive.
Additional Locations: USA WI - Pleasant Prairie.
Equal Opportunity Employer Statement Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status. At BD, all hiring decisions are made in compliance with applicable law, and the company confirms no preferences in selection criteria based on these protected characteristics.
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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, electro‑mechanical and related network and database applications. Prior experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.
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 problems; 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.
Applies knowledge of electrical and mechanical engineering in troubleshooting for products including robotics, servo systems, PLC boards, communications networks, and supervisory control systems.
Maintains problem ownership and accountability. Follows up on problems, identifies recurring issues, and updates status to customer.
Maintains documentation and service reports in Salesforce and a knowledge base of the products and services available to the customer.
Fosters positive customer relations by responding to complaints/inquiries cooperatively, professionally, and resolving problems in a timely manner.
May represent Technical Assistance Center interests on cross‑functional project teams as needed.
Required Skills / Experience
Two to five years of Technical Support Engineering experience with an Associate’s degree in a technical, STEM field.
Five or more years of Technical Support Engineering may be considered in lieu of education.
Working knowledge around Controls, Networking and Servers.
Experience with DC motor control and control algorithms.
Robotic control theory, including servo systems and PID controller.
Software knowledge: Microsoft, SQL, scripting languages, .NET Framework, C#, C++, remote support applications (BeyondTrust, Teamviewer, RDP, etc.).
Networking and Server experience required.
Proven customer service experience in a technical support environment.
Solid customer service skills with ability to provide effective remote troubleshooting to end users.
Critical thinking and logical troubleshooting ability.
Preferred Skills / Experience
IT support experience.
PLC experience and design, modification, and application.
Prior field service experience with industrial / pharmacy automation systems.
Work Environment & Physical Demands
Primarily an office setting with limited exposure to adverse environmental conditions.
Repetitive motion tasks: typing, picking, pinching, grasping.
Visual acuity for computer screen; ability to talk, hear, sit for extended periods.
Ability to lift, carry and push/pull up to 5 lb frequently, up to 30 lb occasionally.
Will work in a face‑mask environment; compliance with customer safety protocols; some travel required.
Location Primary Work Location: USA NC - Durham - Roche Drive.
Additional Locations: USA WI - Pleasant Prairie.
Equal Opportunity Employer Statement Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status. At BD, all hiring decisions are made in compliance with applicable law, and the company confirms no preferences in selection criteria based on these protected characteristics.
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