BD (Becton, Dickinson and Company) Director (m/f/i) GCS Rowa Technologies in Frankfurt, Germany

Job Description Summary

You are responsible for the Global Customer Service team with 150 associates in the GSA region and as well as 150 in other countries with direct subsidiaries. As Service Director you drive the further professionalization and digitalization of the function to continuously improve efficiency and quality.

You will foster and support a culture of continuous improvement and customer service excellence within the Technical Services Function with a key focus on developing the accountabilities, skills and capabilities of staff.

Job Description

In particular, you will be responsible to:

  • Define the GCS Strategy for BD Rowa

  • Control and oversee all aspects of an organization's customer service policies, objectives, and initiatives.

  • Develop service level standards focused on response times and issue resolution.

  • Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.

  • Ensure that state of the art systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.

  • Align customer service activities and initiatives to support and enhance the objectives of the organization.

  • Create functional strategies and specific objectives for the sub-function and develop budgets, policies, procedures to support the functional infrastructure.

Primary Work Location

DEU Kelberg - Rowastrasse

Additional Locations

DEU Frankfurt - Walther-von-Cronberg-Platz

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.