Job Description Summary

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. 

Job Summary

The Sr. Service Manager leads a multi-functional team, responsible for ensuring programs and services are established and performed in a sustainable manner across a matrixed capital service organization. This role is responsible for managing the activities of field service representatives within an assigned field services district to ensure attainment of customer satisfaction and profitability. The Core function responsibilities of this position include project management, account management, business operations and service training and education. This Managerial position regularly engages in business planning and analysis, process optimization, programs development and oversees the administration of service business operations across various products. This role is the primary conduit of FSE issues to senior leadership team, develops solutions and alternatives to issues that FSE may be experiencing related to internal policies, procedures, and technologies.

The Ideal Candidate will have strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. They will demonstrate excellent verbal and written communications with ability to effectively communicate at multiple levels in the organization. Having the ability to work effectively within a team in a fast-paced changing environment and being able to multi-task, prioritize and meet deadlines in timely manner is key.

Key objectives of the role

1) ensure excellent customer experience and technology by fostering customer relationships,

2) ensure effective installation and post installation support through collaboration with internal and external collaborators to ensure business goals and objectives are appropriately developed, implemented and operationalized to enable sustained organizational success within the commercial organizations and geographies supported,

3) meet or exceed assigned budget service revenue / cost targets through active collaboration with Finance, Sales and Marketing.

Responsibilities

Leadership

• Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives.

• Interact with field, customer, and client personnel & visits customer sites to better understand their goals, challenges and find opportunities to deliver incremental value, improving business outcomes for our customers.

• Demonstrates leadership in communicating service-first business goals, programs and processes. Monitors progress toward pre-established objectives, assesses risk and implements strategies to ensure successful delivery of the service(s).

• Responsible for People Management processes including but not limited to selection, training, performance, operational results, cost management, retention, and people development. Identifies high potential and provides development opportunities ensuring exposure and visibility within the organization.

Customer Centricity

• Manages in District Key account customers.  Accountable for district customer satisfaction levels and team morale, through frequent travel into the field, participates at customer in-person meetings, field service team meetings and ride along's. Must travel minimally 40% - 60% or greater of the time.

• Drives customer satisfaction, and long-term relationship retention with BD customers by coordinating and reporting service measurements by measuring quantifiable performance indicators (Key performance indicators include, Mean Time to Repair, Response Time, and On-Time PM Delivery). Delivers regular operational metrics through business review meetings with customers, department managers and senior leaders.

• Ensures customer satisfaction and quality of delivered service.

• Advocates for customer needs and issues across BD to improve BD solutions. Represents the voice of the customer to BD regional commercial functions (Sales, Service, Marketing and etc.)

Operations

• Leverage tools and global protocols to support program expansions and existing program including but not limited to: inventory tools, dashboards, labor models, Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.

• Maintains service certification records on all service employees and other channels 3rd Party (if applicable).

• Monitors the accuracy and efficient distribution of service reports and other intelligence essential to the service organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed.

• Proactively finds opportunities and prioritizes projects related to efficiency initiatives and process improvement.

• Implements enabling technologies to field service teams. Monitors the assigned service organization’s compliance with required standards for maintaining service data. Works closely with service management to optimize the effectiveness and adoption of information systems/technologies.

• Manages customer issues with timely resolution and communication across all key partner groups.

• Represents the service organization on teams, as assigned, relating to product launches, responsible for defining service criteria, training requirements, resource determination, market launch readiness and other service requirements ensuring workforce enablement and launch execution.

Financials: P&L Accountability

• Oversee departmental budgets and expenditures.

• Establish trunk stock strategy and maintain inventory levels for all spare parts.

• Manages and coordinates the activities of a team of field service representatives with full accountability for district P&L results, financial performance, expense management, service delivery costs, contract retention, methods, and Field Service Engineer proficiency and skills.

• Manages in-district service contract retention, T&M revenue, Won/Lost opportunities, identification and causes of competitive threats within the district.  Captures business intelligence relative to customer satisfaction, service contract win/loss rates, and supports the sale and promotion of service contracts and products. Meets regularly with the service contract sales team to promote service contract sales, review opportunities, and provide feedback on losses or potential losses.

• Contributes to annual operating plans involving service revenue forecast, investment planning, and budgets related to the service organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization’s planning efforts. As needed, coordinates planning activities with other functions and stakeholders.

Minimum Requirements

• Bachelor’s degree in business, or Sciences with a business emphasis.

• 10 years demonstrated experience at a supervisory/managerial level.

• Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets.

• Experience in a clinical and/or research lab setting.

• Experience forecasting major landmarks; adept at delegation, follow-up

• Experience team building in a matrixed organization.

• Ability to understand and align with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks.

• Proficient personal computer skills including spreadsheet skills, word processing, and other relevant applications.

• Must reside within a state in the district (Kentucky, Ohio, Indiana, Illinois, Wisconsin, Michigan, Iowa, Minnesota, North/South Dakota, Nebraska)

Preferred Experience/Skills

• Master’s Degree in a related field or Business Administration.

• Resides, near a major city/airport (example - Chicago, Indianapolis, Detroit and Minneapolis etc)

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.

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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.

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