Job Description Summary

The Director of Field Service leads the strategic and operational direction of field service teams responsible for the installation, maintenance, and repair of medical devices. This role ensures compliance with regulatory standards, drives customer satisfaction, and supports business growth through efficient service delivery and team leadership.

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. 

Key Responsibilities:

• Lead and manage a national or regional team of field service engineers and managers supporting medical device installations and service.
• Develop and execute service strategies that align with company goals and regulatory requirements (e.g., FDA, ISO 13485).
• Ensure timely and compliant resolution of field issues, including recalls, upgrades, and preventive maintenance.
• Collaborate with Quality, Regulatory, R&D, and Commercial teams to support product launches, field actions, and customer escalations.
• Monitor service KPIs (e.g., response time, first-time fix rate, customer satisfaction, productivity)
• Process Improvement: Drive innovation and efficiency in implementation processes, identifying areas for improvement and implementing best practices.
• Oversee service documentation, training, and compliance with Good Documentation Practices (GDP).
• Manage departmental budgets, resource planning, and cost control.
• Drive customer engagement and retention through high-quality service experiences.
• Ensure field teams are trained on safety protocols, product knowledge, and regulatory compliance.
• Represent the service function in audits, inspections, and cross-functional leadership meetings.

Qualifications:

• Bachelor’s degree in Engineering, Life Sciences, or a related technical field preferred (alternatively, relevant experience will be considered)
• 5–10 years of experience in field service operations, with at least 2 years in a leadership role
• Strong knowledge of medical device regulations (FDA, MDR, ISO 13485).
• Proven ability to lead geographically dispersed teams and manage complex service operations.
• Experience with CRM and field service management platforms (e.g., Salesforce, ServiceMax).
• Excellent communication, leadership, and problem-solving skills.
• Willingness to travel as needed (up to 30%).

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.  

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