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BD (Becton, Dickinson and Company) Service Manager (m/f/i) Technical Service - AT & CH in Heidelberg, Germany

Job Description Summary

The Service Manager (m/f/i) Technical Service leads the field service delivery for the business in Austria, Switzerland & South Bavaria. The function supervises Technical Field Service Engineers for Austria, Switzerland and South Bavaria. The Service Manager (m/f/i) is responsible for establishing, maintaining and operational leading the localized service strategy and delivery model in the respective countries ensuring the Worldwide and European service and business targets. The focus is on meeting commercial and customer expectations while guiding local service engineers in their operational activities. Working in a highly matrix environment the service manager will strongly collaborate with the respective Centers of Excellence in the European Service organization, the respective local service administration teams, the local commercial teams and the core business functions.

The Service Manager (m/f/i) Technical Service will report to the Area Manager Technical Service, and they will develop with the respective colleagues of the other hubs the European service model for the field service delivery of BD Biosciences (BDB) and Integrated Diagnostic Solutions (IDS).

Job Description

Main Responsibilities

  • Supports and drives execution of service strategies to assure high quality service and support for new and existing product platforms

  • Leads local Technical Field Service Engineers to ensure execution and delivery of service KPIs and deliverables

  • Develops local Technical Service organizations, capabilities to ensure high quality service for the BDB & IDS business

  • Exemplifies service excellence, industry leadership and levering service innovation to unleash customer and business success

  • Successfully leads and communicates the vision, mission and objectives for Austria, Switzerland & South Bavaria.

  • Contributes to and executes communication plans that drives associate’s motivation and engagement.

  • Supports development of service capabilities of local teams and local service management

  • Ensures the commitments of designated country regional teams towards meeting performance targets exceeding customer expectations

  • Establishes and nurtures deep relationships with BDB and IDS peers and Country Sales Leads and ensures strategic, commercial and operational alignments to their local targets.

  • Generates profitable revenues and growth according to given targets

  • Proactively contributes to the development and delivery of new/different service models to meet emerging customers’ needs and enhance efficiencies.

  • Support the launch and adoption of new technologies and portfolio innovations including an increased focus on informatics solutions.

  • Drives and instills a customer centric culture, a culture of accountability, positive mindset and high engagement

  • Supports end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for BDB & IDS products and services

  • Tracks performance of all field service operations and drives recovery plans for deviations and gaps from accepted performance targets

  • Effectively interfaces with local and European marketing, Sales, Customer Service, Quality and European Life Sciences partners to meet strategic objectives

  • Represents Technical Service Europe at local BDB and IDS meetings, understands well business strategy and incorporates it into the local service.

  • Participates in various local Sales and Marketing meetings to ensure service components are fully anticipated and understood.

  • Delivers actions and organizational processes to ensure Talent Management. Inspires, coaches and engages individuals and teams and instills a sense of pride in the organization.

About You

You have a university degree in a related scientific or engineering discipline or a comparable practical experience with proven track record in service delivery and execution. Furthermore, you have a minimum of 5 years progressive service and commercial experience as well as more than 3 years’ experience in leading a local service or similar function within a multi-cultural, highly matrixed global company in a life sciences, medical, biotech or similar industry.

In addition, you have first experience in service delivery supporting targets of a global service organization as well as the ability to effectively determine goals, priorities and time required, courses of action and resources needed to achieve the goals.

Additional Requirements:

  • Fluency in German and English

  • Flexibility and willingness to travel across CE

  • Guides others toward shared goals, providing the development, coaching, feedback and resources to accomplish tasks

  • Is flexible and nimble in keeping up with customer needs; is on the cutting edge of defining their next level of expectations, and working to exceed them

  • Ability to communicate effectively, considering the comprehension levels of parties to whom the communication is addressed

Our Offer

Collaboration in a highly motivated global environment. A familiar work climate in an innovative environment where your input counts. A safe workplace with long term perspectives. We endeavor a long-term collaboration – hence corporate career planning throughout diverse phases of life conveys a high importance and value for us.

Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here:

Primary Work Location

AUT Wien - Rinnböckstrasse

Additional Locations

CHE Basel - Binninger Str, DEU Heidelberg - Tullastrasse

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.