BD (Becton, Dickinson and Company) Jobs

Job Information

BD (Becton, Dickinson and Company) Technical Service Dispatcher (Hybrid) in Winnersh, United Kingdom

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 75,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Part of the Local Technical Service Office (LTSO), within the Dispatch and Technical Service Operations Team, the primary goal of the Technical Service Dispatcher is to plan and dispatch all Field Service Engineers’ activities effectively and efficiently. This involves adhering to KPIs set by the department, with relation to SLA compliance, Field Service Engineer utilization and Quality & Compliance requirements. The successful candidate will achieve this through effective dispatching & management of customer expectations, providing best in class service to all BD Biosciences (BDB) & Integrated Diagnostic Systems (IDS) customers.

This is a hybrid working opportunity with minimum 2 days in the office. Working hours are 9.00 am to 5.00 pm Monday to Friday.

Job Description

Main responsibilities will include:

  • Plan & dispatch all field service Work Orders in Service Max, for assigned team of FSEs within SLA.

  • Effectively plan FSEs work to achieve field service utilization KPI.

  • Monitor & consistently seek to improve the KPI targets related to dispatch function.

  • Manage call flow as first point of contact for internal & external customers – inbound & outbound.

  • Respond to incoming e-mails via central inbox to meet response time =< 8working hours

  • Communicating with and providing exceptional Customer Service to internal & external customers through all communication methods.

  • Maintain data quality in Service Max system.

  • Case and Work Order management, in line with KPI.

  • Perform carstock/country stock checks & reconciliations bi-annually.

  • Complete spare part orders through 3rd party provider & BD.

  • Work with 3rd party providers where required to complete service interventions on external equipment.

About you

  • A friendly, happy demeanor with a positive can-do attitude.

  • Excellent communication skills and great customer focus is essential ideally with customer service experience.

  • Must be well organised, efficient and motivated to excel.

  • Able to work well as a team and take direction from their manager.

  • Can use initiative and demonstrate good judgment in respect of the business, customer and team needs.

  • Ability to influence without authority.

  • Able to demonstrate adherence to processes & procedures with outstanding attention to details.

  • Able to work flexibly, in response to evolving priorities and changing customer needs.

  • Experience in problem solving & solution focus, particularly under pressure and confident with Microsoft office package – advanced experience with Microsoft Word & Excel.

  • Experience of working on Salesforce.com platform would be advantageous but not essential.

  • Experience of planning & dispatch is an advantage.

Click on apply if this sounds like you!

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.

Becton, Dickinson and Company is an Equal Opportunity Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, or any other protected status.

To learn more about BD visit https://emea.jobs.bd.com/

Primary Work Location

GBR Winnersh - Eskdale Road

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email asc.americas@bd.com

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