Job Description Summary

The Service District Manager reports to the Director of US Field Service. He is responsible for managing the activities of Field Service Representatives (FSR) within an assigned field services district to ensure the attainment of customer satisfaction and profitability. Works on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and resolve technical problems. Develops and administers budgets, schedules, and performance requirements.

Provides in-field operational leadership for a team of Field Service Representatives (FSR), including Team Leads, Specialists, Sr. Field Service Engineers, Field Service Engineers, and Field Service Associates. Provides the team with training, mentoring, and leads through example. Primary field team support in resolving administrative, technical, and customer service issues.

The primary conduit of field team issues to the senior leadership team develops solutions and alternatives to issues that the team may be experiencing related to internal policies, procedures, and technologies.

This field role is responsible for an assigned territory, and the candidate will be located in the territory.

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 imagination 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. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us

Responsibilities: 

Leadership

• Conducts frequent in-field/in-person visits to supervise completion and coordination of scheduled service activities to evaluate Field Service Representative (FSR) performance, morale, customer management/service skills, and technical proficiency. Travels with each Field Service Representative (FSR) on the team at least 2 times/year.

• Coordinates regularly scheduled one-on-one meetings with FSRs and monitors ongoing team dynamics. Recognizes and responds early to morale or dissatisfaction issues to drive a high level of retention of skilled Field Service Representatives (FSR). Avoids unfortunate FSR departures through the development of team relationships, provides access to BD opportunities, provides support of individual career goals, and on-going operational support.

• Supports FSR development through mentorship, guidance, and training. Completes frequent in-person visits, ride along and in-person observation. Identifies training requirements and recommends classes, seminars, and internal training as needed.

• Provides ongoing positive reinforcement and feedback to improve FSR performance. Ensures FSR team has the tools, technologies, and access required to support their execution of daily operations.

• Responsible for recruiting, retaining, and developing a high-performing team of Field Service Representatives (FSR). Provides guidance and mentorship and leads by example to establish excellence in execution and performance.

• Carries out Human Resource management responsibilities, including hires, job assignments, termination and promotion recommendations, transfers, salary actions, and the development and delivery of performance reviews.

Customer Centricity

• Manages in District Key account customers.  Accountable for district net promoter score, customer satisfaction levels, and team morale through frequent travel into the field, participates in customer in-person meetings, field service team meetings, and ride-alongs.

• Drives a superb customer experience and long-term relationship retention with BD customers by monitoring and delivering on key performance indicators.  (Key performance indicators include but are not limited to Mean Time to Repair, Response Time, and On-Time PM Delivery)

• Completes a minimum of 12- 25 in-person customer visits/meetings per year

Operations

• Accountable for district operations and performance. Implements operational objectives and assignments. Develops short-term field service tactical plans and execution.

• Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets. Ensures adequate resources are provided.

• Accountable for service inventory management, levels, and utilization within the district.

• Actively participates in developing service technical training class schedules and the effectiveness of the classes.

• Delivers presentations during Service Leadership team meetings on specified topics of importance to service efforts.

• Participates actively in assigned projects and communicates project status, progress, problems, and procedures to their manager or project team leader.

• Keeps tabs on the U.S. regulations affecting own area of supervision/management and aligns with those regulations. Initiates changes to BD practices and procedures to support compliance requirements.  Communicates the need for compliance to members of own functional area.  Brings regulatory compliance questions/issues to the attention of the next management level.

• Supervises goals, objectives, and resources and establishes mechanisms to review and improve Key Performance Indicators (KPIs) in order to ensure service and financial targets are met

• Ensures Environmental, Health, and Safety (EH&S) training by facilitating safety awareness program development and implementation. Ensures EH&S policies and procedures are followed through education and training.  Discusses and documents pertinent EH&S topics at staff meetings. Participates in EH&S programs.
  

Qualifications Required:

• BS or equivalent level of education within a technical field

• 10 years of previous field service, customer service, operations management experience, or other relevant experience

• Proficient in MS Office (PowerPoint, Excel, and etc.)

• Demonstrated ability to empower and manage personnel.

• Must possess and maintain a valid state-issued driver's license and meet BD's auto safety standards

• Willing and able to travel up to 75%

Preferred:

• 3 -5 years of experience in field service or customer service delivery is desirable

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.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

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.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

USA MD - Sparks - 39 Loveton Circle

Additional Locations

Work 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 based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$99,600.00 - $164,300.00 USD Annual