Trusted Local Support for Pharmacy Automation Across Australia
BD has been operating in Australia since 1981, establishing a strong and enduring presence that enables it to support customers across the full breadth of BD’s product portfolio throughout Australia. This long‑standing local footprint is a key differentiator, particularly in critical healthcare environments where reliability, responsiveness and deep technical expertise matter.
A Dedicated Australian Technical Services Team
BD Australia is supported by a specialised Technical Services organisation of 75 employees, dedicated to supporting customers across Pharmacy Automation, Dispensing and Infusion portfolios. This team delivers comprehensive coverage across the region, combining local expertise with global scale to ensure continuity of service and rapid issue resolution.
Specialist Remote Support for BD Rowa™ Pharmacy Automation Systems Customers
Support for BD Rowa™ Pharmacy Automation Systems is delivered through a robust, multi‑layered service model designed to meet the operational demands of modern pharmacies:
- Three local remote support specialists based locally, handling BD Rowa™ calls Monday to Friday during business hours
- 24/7 after‑hours support provided by an experienced European support team, ensuring continuity of service outside Australian and New Zealand business hours
- Local seven‑day on‑call support for critical issues that occur outside business hours
Strong Field Presence and Deep Technical Expertise
BD employs a team of field engineers across Australia dedicated to supporting BD Rowa™ Pharmacy Automation Systems. This field network enables rapid on‑site response, with urgent metro issues typically attended the same day, and non‑metro locations usually supported within one business day.
This field capability is complemented by:
- Local BD Rowa™ Technical Support Engineers providing deep product knowledge, with many years of experience in pharmacy automation
- Local project management team members, including an in‑house designer, managing all BD Rowa™ Pharmacy Automation Systems installations across ANZ to ensure consistency, quality and on‑time delivery
- Local integration specialists supporting BD Mosaic Connect, BD’s Australian market‑specific integration broker and reporting solution, purpose‑built to support local workflows and systems
- Local training specialists supporting BD Rowa™ customers with on-site training for new installations, ongoing operational queries backed by local clinical specialists. Further information is available through the BD Rowa™ Customer Learning Centre
Proactive Remote Monitoring
More than 400 BD Rowa™ Pharmacy Automation Systems across Australia are connected via BD remote support services. This connectivity enables proactive diagnostics, faster issue identification and streamlined resolution; helping pharmacies continue dispensing for their customers with less angst and back up and running as quickly possible in the unlikely event an issue occurs.
Local Parts Availability
To further support operational continuity, BD fulfils > 98% of spare parts requirements from within our local Australia based warehouse, providing confidence that technical issues can be resolved promptly without lengthy international lead times.
A Proven Track Record in Australian Pharmacies
The first BD Rowa™ Pharmacy Automation System installed in Australia is now in its 14th year of operation, continuing to operate effectively and demonstrating the long‑term reliability of the solution and the strength of the local support model behind it.
Through a combination of local presence, specialised expertise, and global backing, BD continues to provide Australian pharmacies with responsive, dependable and end‑to‑end support for BD Rowa™ Pharmacy Automation Systems.
Interested in learning more about BD Rowa™ Pharmacy Automation Systems?
Get in touch with the BD Rowa™ team to discuss how pharmacy automation can support your operations today and into the future.