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