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 Director of DS Field Service is responsible for employee and customer experience with Diagnostics Systems and maintains the service unit's performance at the highest level. In addition, this role is responsible for continuously developing, maintaining, and growing the service business for US DS by planning, strategizing, and creating future opportunities with the entire line of products.  This role will be integral to the overall success and vision of the organization by ensuring overall operational efficiency, effectiveness, and operational strength through strong process and talent optimization, service tools, and the development of best-in-class processes across the Service Delivery organization. The ideal candidate will bring strategy, process, and people for the future of service operations. The position will provide strategic leadership to enhance internal and external customer satisfaction.
Additionally, the leader is responsible for building a capable and high-performance service organization by establishing, implementing, and maintaining "best practices" in service management and developing and administering expense budgets and performance requirements.

Job Responsibilities:

• Create, own, and manage the DS field service strategy to deliver an exceptional service experience to DS customers and deliver on P&L as per the budget. Implement the strategy, prioritize processes, and deploy them to enable the organization’s strategic and annual operating plans in the region.

• Exemplify service excellence and industry leadership, leveraging service innovation to unleash customer success. Successfully lead and communicate the assigned regions' vision, strategy, and objectives.  

• Benchmark assigned services processes through developing and controlling Key Performance Indicators (KPIs) and Dashboards to identify opportunities for process improvement and differential services. Successful KPI for this role will be

• Meet financial commitments and performance targets

• Exceed customer expectations, Net Promoter Score (NPS) and Customer Satisfaction (CSat) 

• Involve and inspire colleagues Employee NPS improvement

• Lead the large team responsible for field technical support operations across the entire continental US and territories, covering all DS instruments and reagents. Develop and execute communication plans that drive associate motivation and engagement.

• Lead a team of managers to efficiently deliver technical support through effective partnerships with Sales and Marketing and dynamic field resource management.

• The leader must be able to manage and strive in an environment with highly technical and complex equipment digns. This leader must be able to simplify the complexity of this equipment design into proven processes that can be executed daily by field and in-house personnel.  

•  Coordinate, influence, and negotiate prioritization of responsibilities with Global Service teams to ensure process and strategy alignment, effective communication, and leverage best practices.

• Partner closely with R&D, Global Service Engineering (SSS), and regional field-based teams to ensure appropriate action is taken to identify the root cause and help eliminate the recurrence of issues. Additionally, collaborate with regional and global functions to ensure swift resolution of escalations and take necessary steps to prevent recurrence, such as addressing product backlogs and improving product quality.

• Lead direct and indirect reports in a decentralized, highly matrixed organization to influence and drive significant improvements in operations while securing process efficiency and continuous improvement.

• Ensures adherence to Quality Policies and Departmental Standard Operating Procedures, developing and implementing management processes to ensure well-organized, timely implementations and customer onboarding.

• Leads people processes, including selection, retention, motivation, and development, while managing expense