Director, Field Service

Job Description Summary

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.

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.

• Meet financial commitments and performance targets.

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

• Involve and inspire colleagues for 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 designs, simplifying 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.

• 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 reports for associates and promoting a safe working environment through compliance with policies, procedures, and asset management.

Qualifications:

• Demonstrated ability to lead multiple complex functions, appropriately balance resources, and achieve profitable growth.

• Leadership and interpersonal skills to coach, motivate, and develop a team and maintain strong and profitable relationships with customers.

• Effective interpersonal skills, including crisis/conflict resolution.

• Strong business acumen and professionalism in customer interactions.

• Exceptional written and verbal communication.

• Ability to work professionally with all levels of internal/external organizations.

• Proficient with business information systems (i.e., SAP, Smartsheet, SFDC) and Microsoft Office suite. The ability to create dashboards within BD-approved tools (i.e., Power BI, etc.) is preferred.

• Proven track record in effectively driving large-scale initiatives from a business and cultural standpoint.

• Experience with strategy deployment of tools and utilizing Lean or 6-sigma to drive operational business improvements.

• Conceptual and analytical orientation, including intellectual curiosity, creativity, and problem-solving skills.

• Influencing skills in a matrix environment, involving key stakeholders at all levels, and working effectively across geographic/functional lines.

• Must be willing to travel to field locations and customer sites up to 50% of the time.

Education and Experience:

• A BS degree in engineering, operations, business, medical technology, biological sciences, or a related field is required.

• MBA is highly preferred.

• Minimum 10 years progressive service experience (5+ years leading a regional service, business, or function with significant cost center or P&L responsibility) in a highly matrixed global company in a scientific, life sciences, biotech, or similar industry.

• Experience in continuous improvement activities (Lean/Six Sigma).

• Lean/Six Sigma certification preferred.

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.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization's investment in BD University, you will continually level up your tech skills and expertise.

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.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not discriminate on the basis of 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, or any other legally-protected status.

Required Skills

Optional Skills

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Primary Work Location: USA MD - Sparks - 39 Loveton Circle

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information: $144,000.00 - $259,300.00 USD Annual