BD (Becton, Dickinson and Company) Instrument Service Team Lead in Mississauga, Canada
Job Description Summary
Be part of something bigger!
BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.
The right candidate will be involved in the following activities:
Act as the Life Sciences Segment Service Process Integrator for Canada. Represent the Canadian business on Global Process Integrator, ServiceMax Release Management and ServiceMax Continuous Improvements meetings.
Lead a team of Service Administration professionals to facilitate meeting business objectives and team synergies.
Manage the release and technical enhancement process for ServiceMax, SAP and CRM for Canada, including user testing and HPALM documentation (as required). Escalate and drive resolution of technical issues with the platform leaders
Responsible to log incident tickets for system issues and drive resolution with global process and 3rd party technical teams (CG, HCL)
Drive continuous improvement projects, that enhance customer experience and commercial intensity, through focused efforts across shared functions. Leverage learnings from other sites and regions
Drive inventory reconciliation and field service trunk stock counts to decrease inventory risk
Act as the Service Team subject matter expert (ServiceMax, SAP, CRM)
Coordinate onboarding activities and the development of training aids to further support current and future business needs
Monitor service team process performance metrics (aged work orders, complaints and claims, confirmation errors, preventative maintenance, contracts) and raise awareness to concerns and/or opportunities and help drive resolution
Back-up and support instrument service team (as required)
Service Preventative Maintenance: Create PM work orders in ServiceMax
Time & Material Service Dispatch and Quoting: work with customers and FSRs to create quotations in SAP and send out work orders to Field Service Reps accordingly. Create and monitor customer parts orders
Service Billing & Invoicing Reconciliation: Work with customers and internal partners to resolve billing issues (GSRs errors)
Instrument Service Dispatch: Dispatch services using our Customer Relations Management system (ServiceMax) for DS (excluding FR) and create case and WO for BDB French Customers
Inquiries: Manage incoming Customer and internal associate inquiries via email and respond in a timely manner.
SAP, CRM, iBase & ServiceMax Administration: Utilize internal system tools to ensure that service processes are monitored and maintained.
Service Analyst Instrument Installation Coordination: Help manage instrument installations by liaising with customers, sales, service reps and logistics stakeholders to ensure on-time capital equipment installations and superior customer experience.
3-5yrs experience in a field service environment with ServiceMax (required)
Leading a team of admin professionals
College Diploma or University Degree
Must be process and detail oriented
Ability to multi-task, prioritize and manage various initiatives and projects
Excellent communication and interpersonal skills
SAP and CRM experience an asset
Why join us?
A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do 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. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.
To learn more about BD visit https://jobs.bd.com/
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Becton Dickinson is an Equal Opportunity Employer. We encourage applications from individuals with a wide range of abilities and provide an accessible candidate experience. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Canadian Human Rights Act, Becton Dickinson will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform us of any accommodation(s) you require by contacting HR at 1-855-234-3577.
Primary Work Location
CAN Mississauga - Derry Road West