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Job Description
Field Support Engineer
Northern Virginia / Washington, DC Region
BD Parata is currently seeking a Field Support Engineer supporting the Northern Virginia and Washington, DC region. In this role, you will provide advanced technical support, preventive maintenance, installation assistance, and break/fix service for BD Parata's pharmacy automation solutions. This position requires a strong combination of technical expertise, mechanical aptitude, customer relationship skills, and independent problem-solving abilities. You will work directly with pharmacists, pharmacy owners, technicians, and healthcare professionals to maximize equipment uptime and deliver an exceptional customer experience.
For more information regarding BD Parata Pharmacy Automation solutions, please visit: https://parata.com
*Work Schedule Monday to Friday 8-5. After-Hours rotation on weekends and evenings is a requirement of the role. After-Hours coverage hours may change based on needs of territory. Prior 24x7 after hours experience is preferred.
Key Responsibilities
Deliver exceptional customer service while troubleshooting, repairing, and maintaining pharmacy automation equipment.
Diagnose and resolve complex electromechanical, software, networking, and system integration issues.
Perform preventive maintenance, inspections, upgrades, and corrective repairs to maximize system uptime and reliability.
Respond to service requests within established Service Level Agreements (SLAs).
Educate customers on proper equipment operation, daily maintenance procedures, and best practices.
Utilize remote diagnostic tools and technical resources to identify and resolve issues efficiently.
Collaborate with Technical Support, Engineering, Product Development, Manufacturing, and Field Service teams to resolve complex customer issues.
Assist with installation, relocation, and implementation of new pharmacy automation systems as needed.
Accurately document service activities, corrective actions, root cause findings, and customer interactions within Salesforce Field Service.
Provide feedback on product performance, recurring service trends, and customer needs to support continuous improvement initiatives.
Manage multiple priorities while maintaining strong communication with customers and internal stakeholders.
Support regional operations, including occasional overnight travel, weekend coverage, holiday support, and overtime as business needs require.
Minimum Qualifications
High School Diploma or equivalent required.
Three or more years of experience in field service, technical support, industrial maintenance, biomedical equipment service, automation, military electronics, information technology, or a related technical field.
Strong working knowledge of Microsoft Windows operating systems, software installation, system configuration, and troubleshooting.
Proficiency with Microsoft Office applications.
Working knowledge of computer networking fundamentals, including TCP/IP, IP addressing, network diagnostics, routers, switches, and peripheral device connectivity.
Experience utilizing diagnostic software, remote support tools, and technical documentation.
Ability to locate, modify, and troubleshoot software configuration files and application settings.
Strong mechanical aptitude with the ability to disassemble, repair, and reassemble complex electromechanical systems.
Ability to read technical drawings, service manuals, and troubleshooting documentation.
Demonstrated ability to independently diagnose and resolve technical…