As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose

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.

Job Description

Summary:

The Sr. Service Manager leads a multi-functional team, responsible for ensuring programs and services are established and performed in a sustainable manner across a matrixed capital service organization. This role is responsible for managing the activities of field service representatives within an assigned field services district to ensure attainment of customer satisfaction and profitability. The Core function responsibilities of this position include project management, account management, business operations and service training and education. This Managerial position regularly engages in business planning and analysis, process optimization, programs development and oversees the administration of service business operations across various products. This role is the primary conduit of FSE issues to senior leadership team, develops solutions and alternatives to issues that FSE may be experiencing related to internal policies, procedures, and technologies.

The Ideal Candidate will have strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. They will demonstrate excellent verbal and written communications with ability to effectively communicate at multiple levels in the organization. Having the ability to work effectively within a team in a fast-paced changing environment and being able to multi-task, prioritize and meet deadlines in timely manner is key.

Key objectives of the role

1) ensure excellent customer experience and technology by fostering customer relationships,

2) ensure effective installation and post installation support through collaboration with internal and external collaborators to ensure business goals and objectives are appropriately developed, implemented and operationalized to enable sustained organizational success within the commercial organizations and geographies supported,

3) meet or exceed assigned budget service revenue / cost targets through active collaboration with Finance, Sales and Marketing.

Responsibilities

Leadership

• Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives.

• Interact with field, customer, and client personnel & visits customer sites to better understand their goals, challenges and find opportunities to deliver incremental value, improving business outcomes for our customers.

• Demonstrates leadership in communicating service-first business goals, programs and processes. Monitors progress toward pre-established objectives, assesses risk and implements strategies to ensure successful delivery of the service(s).

• Responsible for People Management processes including but not limited to selection, training, performance, operational results, cost management, retention, and people development. Identifies high potential and provides development opportunities ensuring exposure and visibility within the organization.

Customer Centricity

• Manages in District Key account customers.  Accountable for district customer satisfaction levels and team morale, through frequent travel into the field, participates at customer in-person meetings, field service team meetings and ride along's. Must travel minimally 40% - 60% or greater of the time.

• Drives customer satisfaction, and long-term relationship retention with BD customers by coordinating and reporting service measurements by measuring quantifiable performance indicators (Key performance indicators include, Mean Time to Repair, Response Time, and On-Time PM Delivery). Delivers regular operational metrics through business review meetings with customers, department managers and senior leaders.

• Ensures customer satisfaction and quality of delivered service.

• Advocates for customer needs and issues across BD to improve BD solutions. Represents the voice of the customer to BD regional commercial functions (Sales, Service, Marketing and etc.)

Operations

• Leverage tools and global protocols to support program expansions and existing program including but not limited to: inventory tools, dashboards, labor models, Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.

• Maintains service certification records on all service employees and other channels 3rd Party (if applicable).

• Monitors the accuracy and efficient distribution of service reports and other intelligence essential to the service organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed.

• Proactively finds opportunities and prioritizes projects related to efficiency initiatives and process improvement.

• Implements enabling technologies to field service teams. Monitors the assigned service organization’s compliance with required standards for maintaining service data. Works closely with service management to optimize the effectiveness and adoption of information systems/technologies.

• Manages customer issues with timely resolution and communication across all key partner groups.

• Represents the service organization on teams, as assigned, relating to product launches, responsible for defining service criteria, training requirements, resource determination, market launch readiness and other service requirements ensuring workforce enablement and launch execution.

Financials: P&L Accountability

• Oversee departmental budgets and expenditures.

• Establish trunk stock strategy and maintain inventory levels for all spare parts.

• Manages and coordinates the activities of a team of field service representatives with full accountability for district P&L results, financial performance, expense management, service delivery costs, contract retention, methods, and Field Service Engineer proficiency and skills.

• Manages in-district service contract retention, T&M revenue, Won/Lost opportunities, identification and causes of competitive threats within the district.  Captures business intelligence relative to customer satisfaction, service contract win/loss rates, and supports the sale and promotion of service contracts and products. Meets regularly with the service contract sales team to promote service contract sales, review opportunities, and provide feedback on losses or potential losses.

• Contributes to annual operating plans involving service revenue forecast, investment planning, and budgets related to the service organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization’s planning efforts. As needed, coordinates planning activities with other functions and stakeholders.

Minimum Requirements

• Bachelor’s degree in business, or Sciences with a business emphasis.

• 10 years demonstrated experience at a supervisory/managerial level.

• Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets.

• Experience in a clinical and/or research lab setting.

• Experience forecasting major landmarks; adept at delegation, follow-up

• Experience team building in a matrixed organization.

• Ability to understand and align with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks.

• Proficient personal computer skills including spreadsheet skills, word processing, and other relevant applications.

• Must reside within a state in the district (Kentucky, Ohio, Indiana, Illinois, Wisconsin, Michigan, Iowa, Minnesota, North/South Dakota, Nebraska)

Preferred Experience/Skills

• Master’s Degree in a related field or Business Administration.

• Resides, near a major city/airport (example - Chicago, Indianapolis, Detroit and Minneapolis etc)

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?

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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

USA MD - Sparks - 39 Loveton Circle

Additional Locations

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

$124,700.00 - $205,700.00 USD Annual