Job Description Summary

Line supervision of workforce in designated geographic regions to
support business objectives associated with Remediation activities. Responsible for customer satisfaction in assigned region.

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 Field Service Supervisor reports to the manager and supervises field service activities for a designated geographic region to support company business objectives associated with the service and support of BD Alaris product.

Accountabilities of the BD Field Service Supervisor role:

• The Field Service Supervisor provides support to the manager, implementation project manager, internal cross-functional teams, and the field service team in various capacities to support established business goals and objectives.

• Provides remote and on-site technical support for BD Alaris located within hospitals and other healthcare facilities within the designated service area and in accordance with our customer support agreements as needed.

• Responsible for managerial tasks such as requisition approvals, candidate interviews, contribution to annual reviews, time sheet approvals, and other administrative responsibilities designated by the manager.

• Supervises a geographical area assigned by the manager.

• Supervises the day-to-day operations of the regional field service team.

• Monitors the completion of all field service training curricula of the regional field service team.

• Acts as first point of escalation for employee and customer site issues and communicates with leadership and other cross-functional teams regarding ongoing customer support issues.

• Facilitates mentoring sessions with staff for behavioral, technical, and customer experience opportunities.

• Mentors staff and works to find opportunities for development, growth, and advancement and establish standard processes.

• Must demonstrate strong leadership and communication, and an understanding of the healthcare business environment.

• Must demonstrate a proven ability to lead and develop associates to a higher-level performance.

• Must possess and maintain an outstanding knowledge of corporate and service department procedures and policies, including customer complaint handling and medical device reporting.

• Disseminates field service policy and procedures, and adherence to the quality system.

• Maintain team dashboard and metrics.

• Fosters a climate of approachability and open dialogue in which people value mentorship and are encouraged to perform at higher levels.

• Promotes and fosters a culture of teamwork within the regional field service team and between business units and supporting organizations.

• Other tasks and special projects designated by the business or management.

• Ability to travel up to 15% or as needed

Qualifications for the BD Field Service Supervisor role:

• Associate’s degree or equivalent education in Healthcare Technology or other technical field, or a minimum of 3 years of Field Service experience working in a medical environment.

• Experience with BD Alaris products is preferred.

• Prior management/supervisory experience or project/team leadership experience preferred.

• Must be able to manage customer and subordinate expectations, and possess excellent organizational skills, data analysis skills, and flexibility to readily adapt to change.

• Must have a proven ability to understand and communicate technical/business issues with leadership, direct reports, customers, and cross-functional teams (verbal & written).  Must be detail oriented with adept business sense and the ability to advise employees towards meeting the company’s objectives.

• Must possess and maintain a valid driver's license and meet BD's auto safety standards.

• Upon hire, must provide proof of and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer