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. 

The Senior Service Manager, Lab Automation role leads a dynamic, multi cross-functional team, ensuring the sustainable execution of programs and services within a matrixed capital service organization. This role oversees the activities of field service representatives in an assigned district, driving customer satisfaction and profitability.

Key responsibilities include project and account management, business operations, and service training and education. The Senior Service Manager plays a pivotal role in business planning, process optimization, and program development, while managing service operations across multiple products. Acting as the primary liaison for field service engineers (FSEs) to senior leadership, this position proactively identifies challenges related to internal policies, procedures, and technologies, developing effective solutions and strategic alternatives. This field-based role must be based in either of these locations Chicago IL, Detroit MI, Nashville TN, or Kansas City MO.

Job Responsibilities

Leadership

• Drive operational excellence within a complex organization, supporting commercial growth objectives.
• Engage with field teams, customers, and clients to understand their goals, challenges, and opportunities for added value.
• Communicate service-oriented business goals, monitor progress, assess risks, and implement strategies for successful service delivery.
• Oversee people management processes, including recruitment, training, performance evaluation, cost management, and professional development.
• Identify high-potential employees and provide growth opportunities to enhance visibility within the organization.

Customer Centricity

• Manage key district accounts, ensuring high customer satisfaction and team morale through frequent field visits and direct engagement.
• Strengthen long-term customer relationships by tracking key performance indicators (KPIs) such as Mean Time to Repair, Response Time, and On-Time PM Delivery.
• Advocate for customer needs across BD, ensuring solutions align with their expectations.
• Represent the customer’s voice in regional commercial functions, including Sales, Service, and Marketing.

Operations

• Utilize global best practices and tools to support program expansion and optimization, including inventory management, dashboards, and labor models.
• Maintain service certification records for employees and third-party service providers.
• Ensure accurate and efficient distribution of service reports, recommending improvements where necessary.
• Identify and prioritize efficiency initiatives and process improvements.
• Implement enabling technologies for field service teams, ensuring compliance with service data standards.
• Manage customer escalations with timely resolution and clear communication across stakeholder groups.
• Represent the service organization in product launch teams, defining service criteria, training requirements, and workforce enablement strategies.

Financials & P&L Accountability

• Oversee departmental budgets and expenditures.
• Develop and maintain trunk stock strategies for spare parts inventory.
• Lead a team of field service representatives, ensuring financial performance, expense management, and service delivery efficiency.
• Drive service contract retention, revenue growth, and competitive intelligence gathering.
• Support service contract sales efforts, providing insights on win/loss trends and competitive threats.
• Contribute to annual operating plans, including revenue forecasting, investment planning, and budget management.
• Ensure high levels of quality, accuracy, and process consistency in service planning efforts.

Experience and Education

• Bachelor’s degree in Business, Sciences, or a related field required. Master’s degree preferred.
• At least 10 years overall experience in a simila