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

*Must live near a major airport. Preferable Georgia, Tennessee, Charlotte.*

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-