Job Summary: We have an exciting opportunity for a Technical Customer Service Engineer to join our Diagnostic Systems (DS) team. The role focuses on maintaining and managing DS instruments, primarily Total Lab Automation systems and other microbiology and molecular diagnostic instruments. The main base will be in London and travel within the M25 corridor will be required.
About The Role
The Diagnostic Systems (DS) product portfolio covers traditional microbiology products and instrumentation along with molecular products and instruments for the diagnosis of infectious diseases. You will work as part of a team of engineers installing and executing preventive and corrective actions across the DS product range in NHS and private microbiology labs, including Total Lab Automation, Blood Culture & Molecular Instruments.
Main Responsibilities
1. Commissioning & installation of instruments to agreed timescales and product specifications.
2. Diagnose and resolve complex technical issues, including hardware, software, and connectivity problems while remaining fully compliant with manufacturer's guidelines and company procedures.
3. Perform routine maintenance to agreed schedules and quality standards.
4. Collaborate with regional & global product specialists and Sales teams to provide feedback on product performance, identify common issues, and contribute to continuous improvement initiatives.
5. Maintain up-to-date knowledge of system specifications and published service bulletins.
6. Manage consignment and car stock inventory to achieve accurate stock levels.
7. Ensure excellent customer experience and high Net Promoter Scores by contributing to the team vision of short response times and high uptime of instruments.
8. Produce timely, detailed, and accurate service reports via an iPad-based App.
9. Conduct customer training on operation, maintenance, and basic troubleshooting to empower users and minimize support needs.
10. Adhere to all company policies, quality systems, and health and safety regulations.
About You
* Electro‑mechanical or electronic engineering background with strong fault‑finding and troubleshooting skills.
* Working knowledge of IT systems and networking, including connectivity and integration of medical devices.
* Experience with diagnostic laboratory equipment, including Total Lab Automation, microbiology, and molecular instruments (preferred).
* Proven ability to diagnose and troubleshoot complex technical problems effectively.
* Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers and internal teams.
* Strong organisational and time‑management skills, capable of prioritising workload effectively.
* Customer‑focused mindset, consistently delivering high‑quality service and support.
* Flexibility and adaptability, able to respond to changing priorities and customer needs, including occasional travel.
* Growth mindset and a can‑do attitude, embracing continuous learning and improvement.
* Ability to work independently and as part of a team, managing tasks with minimal supervision.
* Understanding of regulatory and compliance standards relevant to medical devices and laboratory environments.
* Valid UK driving licence.
Salary and Benefits
Salary range for the role: £42,000 – £50,000 + bonus + benefits.
Primary Work Location
GBR Winnersh – Eskdale Road.
Legal and Diversity
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.
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 recognising the importance of flexibility and work‑life balance.
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