Director of US Technical Services

Becton Dickinson and   •  

Baltimore, MD

Industry: Healthcare


Not Specified years

Posted 183 days ago

This job is no longer available.

Job Description Summary

The Director of US Technical Services isresponsible for the overall serviceexperience with DS customers and that customer service is maintained at the highest levels. In addition, this role isresponsible to continuously develop, maintain and grow the service business for the US Region by planning, strategizing and creatingfuture opportunities with the entire line of Diagnostics Systems 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, people, and vision for the future of service operations. Additionally the leader isresponsible for building a capable and high performance service organization by establishing, implementing and maintaining "best practices" in service management, developing and administering revenuebudgets, and performance requirements.Reports to the VP Life Sciences Technical Services and dotted-line to the DS US Sales VP/GM.

Job Description


  • Oversees management and development of US based service strategies to eliminate service gaps, and to assure high quality service and support for new and existing product platforms. 
  • Oversees all end-to-end functions to enable successful service delivery at DS: field services, lab automation services, service quality & escalations, field applications specialists, regional training & specialists, dispatching, installation coordination, project management, customer success executives, and service revenue generation.
  • Exemplify service excellence and industry leadership, leveraging service innovation to unleash customer success. Successfully lead and communicate the vision, mission, and objectives for the US DS Technical Services Region.  Develop and execute   communication   plans   that   drive   associate   motivation   and   engagement. 1) Meet all commitments and performance targets. 2) Exceed customer expectations. 3) Involve and inspire colleagues
  • Develop and implement the strategy, prioritization and geographic strategy deployment processes to enable the division’s strategic and annual operating plans in region.
  • Achieve  annual  operating  plans  that  lead  to  assisting the Region in business growth,  margin  expansion  and  product pull-through.
  • Create standard work and management dashboards to quickly and effectively monitor, manage and communicate operational and strategic performance of the US Service business.
  • Establish and nurture deep relationships with BD Lifesciences peers and ensure strategic and operational alignment across DS and other divisions.  Proactively build strategic business plans and account strategies that entice and attract other divisions to work with Technical Services to strengthen our collective contributions to the overall BD Lifesciences value proposition for our customers
  • Provide  timely,  effective  and  profitable  delivery  of  all  in-scope  product  services  to  end-user customers  across the US  through  a  geographically  dispersed,  field-based  team  of  engineers  and teams based at customer sites. 1) Installation,  contract  and  warranty  repair,  T&M  (time  and  material)  repair,  preventative maintenance, escalation, and validation—meeting service quality level requirements. 2) Customer  training  and  support  for  instrument  operations  and  routine  applications  including installation and post-installation requirements.  3) Strengthen Service infrastructure to ensure high quality service and profitability within enterprise service accounts.  4) Lab Automations services including equipment implementations providing an end-to-end service solution.
  • Generate profitable revenue and growth.  1) Proactively  contribute  to  the  development  and  delivery  of  new  service  products  within  the region.  2) Implement  and  manage  service  incentive  plans  that  encourage  identification  and pursuit  of  growth  and  expansion  opportunities  while  maintaining  high  quality  service  levels and a positive customer experience
  • Support product sales by working closely and collaboratively with the respective DS commercial teams for customer satisfaction, market strategies and service delivery activities. 1) Support end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for BD products and services.  2) Establish and maintain customer relationships at all levels across the leadership in the US region to retain and expand our DS portfolio adoption.  3) Ensure  individual  collaboration  across  sales  and  service  through  regional  meetings  and regular communications
  • Track performance for all service operations and develop and drive recovery plans for deviations from accepted performance targets.
  • Maintain  high  levels  of  customer  allegiance  leveraging  NPS  survey  results,  service  metrics  and implement improvement plans that deliver measurable and continuous improvement.
  • Proactively   drive   the   development   of   the   skills   matrix,   product   competencies   and   product certification   for   all   management,   technical   and   support   staff   to   meet   installed   base   service commitments and annual operating plan objectives (new and current products).
  • Proactively evaluate and plan adequate staffing to fulfill delivery obligations and ensure revenue and margin goals are achieved.   
  • Develop  plans  to  proactively  increase  or  decrease  staffing  levels  to effectively  respond  to  market  or  competitive  dynamics  and  maintaining  ability  to  achieve  profit commitments.
  • Uncover and understand the business needs and challenges of our customers; address these through business  analysis,  concrete  and  executable  recommendations  and  ongoing  consultation  based  on our unique services and ability to assess markets, customers, competitors and products.
  • Serve  as  a  role  model  demonstrating  BD Values


Job ID R-303446