Technical Customer Service Engineer

Job Description SummaryWe have an exciting opportunity for a Technical Customer Service Engineer to join our Diagnostic Systems (DS) team, supporting a site-based role at a private laboratory in London. 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.
While your main base will be the London site, the role may occasionally require travel to other customer locations within the M25 corridor, depending on business needs.
The DS product portfolio includes traditional microbiology products and instrumentation and 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.Job Description

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 originality 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.

Why join us?

BD is proud to be certified as a Top Employer 2025 in United Kingdom, reflecting our commitment to creating an exceptional working environment.

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Become a maker of possible with us

Our vision for Integrated Diagnostic Solutions at BD

By aligning and simplifying our work, our Diagnostic Solutions (DS) business unit aims to drive growth and innovation around everything from integrated specimen management to diagnostic solutions.

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 become an DS On site Engineer who 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. This will include Total Lab Automation, Blood Culture & Molecular Instruments.

Ideally, you should be based in and around London or should be within an hour commute to the site in London.

Main Responsibilities Will Include
 

• 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 specialist , 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 minimize support needs.
• Adhere to all company policies, quality systems, and health and safety regulations.

About You
 

The successful candidate will possess:

• 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 license.

Salary range for the role: £42,000 - £50,000 + bonus + benefits

Click on apply if this sounds like you

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 recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

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Required Skills

Collaborating, Communication, Customer Rapport, Customer Satisfaction, Problem Solving, Product Performance, Quality Services, Technical Issues, Time Management, Troubleshooting, Written Communication

Optional Skills

Continuous Improvement

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Primary Work LocationGBR Winnersh - Eskdale RoadAdditional LocationsWork Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. 

The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.

Salary Range Information

$0.00 - $0.00 GBP Annual

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