Becton, Dickinson and Company

Director of RxA National Field Service

Becton, Dickinson and Company • $135K — $160K *
Durham, NC 27713In-Person
Healthcare
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in engineering, business, or healthcare technology; advanced degree preferred.
  • 10+ years in field service operations, ideally in medical devices or healthcare technology.
  • Proven experience leading large teams in regulated environments.
  • Background in service transformation with a focus on digital tools and workflow optimization.
  • Strong financial management skills, including operational budget oversight.
  • Expertise in change management and matrixed organizations.
  • Knowledge of Lean, Six Sigma, or continuous improvement methodologies.

Responsibilities

  • Translate VP's service strategy into actionable plans for U.S. field operations.
  • Drive operational readiness and execution for Pharmacy Automation products.
  • Lead national initiatives for skill development and service capability building.
  • Champion a customer-first mindset by using insights and service metrics.
  • Ensure timely service delivery that maximizes product performance.
  • Act as a senior escalation point for complex customer issues.
  • Monitor and manage performance metrics to drive operational excellence.

Benefits

  • High-quality service delivery and operational excellence in a leading organization.
  • Opportunity to shape the customer experience and service strategy.
  • Leadership role with the focus on talent development and team mentoring.
  • Collaboration with cross-functional teams for enhanced service delivery.
  • Engagement in national service initiatives that support long-term organizational strategy.
Full Job Description
Job Description

Job Description

The Director of Field Service - Pharmacy Automation is responsible for leading all U.S. field service operations supporting BD's Pharmacy Automation portfolio, ensuring a world class customer experience through high quality service delivery, operational excellence, and aligned execution. This role will manage the U.S. field service organization across installation, maintenance, repair, and optimization of pharmacy automation and dispensing solutions.

Reporting directly to the Vice President, Service - Pharmacy Automation, this leader plays a critical role in executing the service transformation strategy, developing scalable national field operations, and ensuring the workforce is skilled, agile, and aligned with BD's customer centric vision.

Strategic Leadership and Vision:
  • Translate the VP's service transformation strategy into clear, actionable execution plans across the U.S. field service organization.
  • Drive operational readiness and field execution for Pharmacy Automation products and connected software solutions, ensuring alignment with BD's customer experience priorities.
  • Lead national service initiatives that support BD's unified platform strategy across Dispensing and Pharmacy Automation, including cross-training, skill development, and capability building.
  • Serve as a key contributor to long-term planning around service scalability, digital enablement, and resource allocation.

Customer Experience & Service Quality
  • Champion a customer-first mindset within the field organization by embedding VOC insights, service metrics, and digital analytics into daily operations.
  • Ensure timely, high-quality service delivery that maximizes uptime, reliability, and product performance for pharmacy automation customers across the U.S.
  • Act as a senior escalation point for complex customer issues, partnering with the VP to strengthen customer loyalty and retention.
  • Collaborate with product and engineering teams to elevate serviceability, influence future design, and support successful product launches.

Operational Excellence & National Field Execution
  • Lead all aspects of national field service operations, including deployment, scheduling, workforce planning, service quality, compliance, and continuous improvement.
  • Standardize operational practices across the U.S. to drive efficiency, scalability, and consistency in service delivery.
  • Partner closely with Scheduled Services, WFM, logistics, and supply chain teams to optimize technician capacity, parts availability, tool readiness, and field efficiency.
  • Monitor and manage performance through KPIs, dashboards, and analytics to identify trends, drive corrective actions, and sustain operational excellence.

Talent Development and Team Leadership:
  • Lead, mentor, and develop a geographically distributed team of field service managers, supervisors, and field technicians.
  • Foster a culture of inclusion, accountability, continuous improvement, and technical excellence.
  • Implement and sustain training, certification, and cross-skilling programs across Dispensing and Pharmacy Automation platforms.
  • Build strong succession plans and talent pipelines that support national growth and BD's long-term organizational strategy.

Financial Leadership & Resource Management
  • Manage the national field service budget, ensuring thoughtful allocation of resources and alignment with the VP's P&L strategy.
  • Identify cost-to-serve reduction opportunities while maintaining or improving service quality.
  • Provide operational and financial insights to the VP, including service performance, productivity, and investment needs.
  • Support revenue-generating service programs through safe, consistent, and high-quality execution.

Cross-Functional Partnership & Collaboration
  • Collaborate with Sales, Marketing, Product Management, R&D, Quality, and Global Service leaders to ensure alignment across product strategy, field readiness, and customer expectations.
  • Provide field insights that support product performance improvements, serviceability enhancements, and market-driven innovation.
  • Actively partner with regional and commercial teams to support new product introductions, adoption, and customer onboarding.

Qualifications:
  • Bachelor's degree in engineering, business, healthcare technology, or related field required; advanced degree (MBA or equivalent) preferred.
  • 10+ years of progressive leadership experience in field service operations, preferably within medical devices, healthcare technology, automation, or complex hardware/software systems.
  • Demonstrated success leading large, distributed field teams in a regulated environment.
  • Experience contributing to service transformation initiatives - digital tools, analytics, automation, or workflow optimization strongly preferred.
  • Strong financial acumen with experience managing operational budgets and contributing to service P&L performance.
  • Expertise in change management and navigating matrixed organizations.
  • Familiarity with Lean, Six Sigma, or continuous improvement methodologies.
  • Exceptional communication, influence, and relationship-building skills.
  • Ability to travel within the U.S. as required.


Primary Work Location
USA NC - Durham - Roche Drive

Additional Locations

Work Shift
NA (United States of America)

About Becton, Dickinson and Company

BD is a global technology company that provides diagnostics and technologies for frontliners. Through their solutions and services, they assist scientists in detecting diseases and advanced researchers' on developing diagnoses and therapeutics. BD was established in 1897 by Farleigh Dickinson and Maxwell Becton in East Rutherford, New Jersey.

Becton, Dickinson and Company Careers

Join the innovative world of Becton, Dickinson and Company (BD), a global medical technology company that is actively seeking driven, dedicated professionals to join our team. At BD, we are committed to advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. This commitment provides the foundation for a workplace where you can engage in meaningful work and where job opportunities abound.

Work You’ll Do

At BD, you will be part of a culture that values diversity, leadership, and innovation. Our team members are empowered to lead and inspire from day one. Join us and contribute to our mission of advancing the world of health through your professional skills and personal passion.

Transform Your Career

BD offers a unique position in the marketplace that combines industry expertise, leadership in medical innovation, and a collaborative culture to help you grow your career. Whether you are looking for an entry-level position or a more senior role, we provide the tools and support for your professional growth through comprehensive training and development programs.

Innovative Work Environment

Our team at BD is composed of more than 65,000 associates across the globe. These dedicated professionals work at the intersection of technology and healthcare, where they drive innovation and ensure that we stay ahead in a rapidly evolving industry. By joining BD, you will work alongside some of the brightest minds in the industry.

Internship and Employment Opportunities

Start your career with BD through our internship programs or dive straight into a full-time position. We offer a range of opportunities that allow you to explore different areas of our business and find a path that aligns with your career goals. Our hiring process is designed to be transparent and engaging, ensuring that all candidates—whether submitting a resume for an internship or a senior position—feel valued and informed.

Benefits and Culture

BD is proud to offer competitive benefits that support the health, well-being, and financial security of our employees and their families. From comprehensive health insurance to employee wellness programs and flexible working arrangements, we prioritize the well-being of our team members. Our inclusive culture encourages networking, continuous learning, and the sharing of ideas in a diverse and welcoming environment.

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Explore the job opportunities at BD and discover how your expertise can help shape the future of healthcare. Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players.

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Whether you're preparing for your first interview or looking to advance into a leadership role, BD offers career paths that foster continuous growth and innovation. Join us in our mission to improve medical outcomes and enhance patient care worldwide.

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Learn more about Becton, Dickinson and Company
Size
75,000 employees
Market Cap
$72 billion
Industry
Healthcare
Net Income
$1.6 billion
Founded
1897
5 Year Trend
+9.3%
Revenue
$18.2 billion
NASDAQ
BDX
* Ladders Estimates

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