Technical Customer Service Engineer – London
BD is one of the largest global medical technology companies, and we are looking for a Technical Customer Service Engineer to join our Diagnostic Systems (DS) team. In this position, you will be responsible for maintaining and managing DS instruments, with a primary focus on Total Lab Automation systems, as well as other microbiology and molecular diagnostic instruments. Your main base will be in London and travel within the M25 corridor will be required.
Job Summary
The DS product portfolio includes traditional microbiology products and instrumentation as well as molecular systems for infectious disease diagnostics. You’ll play a key role in ensuring optimal instrument performance, delivering high‑quality service, and supporting our customers in achieving accurate and timely diagnostic results.
Responsibilities
- Commissioning & installation of instruments to agreed timescales and product specifications.
- Diagnose and resolve complex technical issues, including hardware, software, and connectivity problems whilst remaining fully compliant, by adhering to manufacturer’s guidelines and company procedures.
- Perform routine maintenance to agreed schedules and quality standards.
- Collaborate with regional & global product specialists and Sales teams to provide feedback on product performance, identify common issues, and contribute to continuous improvement initiatives.
- Maintain an up‑to‑date knowledge of system, technical specifications, and published service bulletins.
- Manage consignment and car stock inventory optimally to achieve accuracy and accurate stock levels.
- Ensure excellent customer experience and high Net Promoter Scores by contributing to the team vision of short response times and high uptime of instruments, in order to meet SLA’s.
- Produce timely, detailed and accurate service reports via an iPad‑based App.
- Form strong positive relationships with your internal & external customers.
- Conduct customer training on operation, maintenance, and basic troubleshooting to empower users and minimise support needs.
- Adhere to all company policies, quality systems, and health and safety regulations.
Qualifications
- Electro‑mechanical/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.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non‑technical audiences.
- Strong organisational and time‑management skills, capable of prioritising workload effectively and keeping stakeholders informed in a timely manner.
- Customer‑focused mindset, consistently delivering high‑quality service and support.
- Demonstrated strong customer service skills with a commitment to customer satisfaction.
- 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.
- Servant leadership approach, supporting team goals and customer outcomes with humility and accountability.
- Ability to work independently and as part of a team, managing tasks with minimal supervision while collaborating effectively.
- Understanding of regulatory and compliance standards relevant to medical devices and laboratory environments.
- Proficiency in documentation and reporting, ensuring accurate service records and communication with stakeholders.
- Problem‑solving mindset, able to think critically and creatively to resolve technical issues under pressure.
- Valid UK driving licence.
Benefits
BD is proud to be certified as a Top Employer 2025 in the United Kingdom, reflecting our commitment to creating an exceptional working environment. You will have the opportunity to learn and grow alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth‑centered, and rewarding culture.
Compensation
Salary range for the role: £42,000 - £50,000 + bonus + benefits.
EEO Statement
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, colour, 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.
To learn more about BD visit: https://bd.com/careers
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