Job Details

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Overview

The Service District Manager reports to the Director of US Field Service. He is responsible for managing the activities of Field Service Representatives (FSR) within an assigned field services district to ensure the attainment of customer satisfaction and profitability. Works on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and resolve technical problems. Develops and administers budgets, schedules, and performance requirements. This field role is responsible for an assigned territory, and the candidate will be located in the territory.

We are the makers of possible. BD is a large global medical technology company focused on advancing health and transforming possibilities through the work of design, engineering, manufacturing, and marketing of MedTech products.

Responsibilities

Leadership

• Conducts frequent in-field/in-person visits to supervise completion and coordination of scheduled service activities to evaluate Field Service Representative (FSR) performance, morale, customer management/service skills, and technical proficiency. Travels with each FSR on the team at least 2 times/year.
• Coordinates regularly scheduled one-on-one meetings with FSRs and monitors ongoing team dynamics. Develops and maintains strong relationships to drive retention of skilled FSRs and support individual career goals.
• Supports FSR development through mentorship, guidance, and training. Identifies training requirements and recommends classes, seminars, and internal training as needed.
• Provides ongoing positive reinforcement and feedback to improve FSR performance. Ensures the team has the tools, technologies, and access required to support daily operations.
• Responsible for recruiting, retaining, and developing a high-performing team of FSRs. Provides guidance and mentorship and leads by example to establish excellence in execution and performance.
• Performs human resource responsibilities including hires, job assignments, terminations and promotions, transfers, salary actions, and performance reviews.

Customer Centricity

• Manages district key account customers. Accountable for district net promoter score, customer satisfaction levels, and team morale through regular field travel, customer meetings, team meetings, and ride-alongs.
• Delivers a superb customer experience and long-term relationship retention by monitoring and delivering on KPIs (e.g., Mean Time to Repair, Response Time, On-Time PM Delivery).
• Completes a minimum of 12-25 in-person customer visits/meetings per year.

Operations

• Accountable for district operations and performance. Develops short-term field service tactical plans and execution. Implements organizational policies and ensures adequate resources and assets are provided.
• Manages service inventory levels and utilization within the district.
• Participates in developing service technical training class schedules and assesses class effectiveness. Delivers presentations at Service Leadership team meetings.
• Participates in projects, communicates status and issues to the manager or project team leader.
• Ensures compliance with U.S. regulations affecting supervision/management and aligns BD practices accordingly.
• Supervises goals and resources, and establishes mechanisms to review and improve KPIs to meet service and financial targets.
• Facilitates EH&S training and safety programs; ensures EH&S policies are followed and discussed in staff meetings.

Qualifications Required

• BS or equivalent in a technical field
• 10 years of field service, customer service, operations management or related experience
• Proficient in MS Office (PowerPoint, Excel, etc.)
• Ability to empower and manage personnel
• Valid state driver's license and BD auto safety standards
• Willing and able to travel up to 75%

Preferred

• 3-5 years of experience in field service or customer service delivery is desirable

For certain roles at BD, employment is contingent upon proof of full COVID-19 vaccination where required by location. Testing may be available or required in some areas. BD's Workplace Accommodations Policy applies per applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions, supports growth, accountability, and continuous learning. BD seeks people who can see the bigger picture and help reinvent the future of health.

To learn more, visit the BD careers site.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic status, familial status, sexual orientation or gender identity, genetics, disability, military status, or other legally protected characteristics.

Required/Optional Skills

Primary work location: USA MD - Sparks
Additional locations: N/A
Work shift: Standard

Salary information: $99,600.00 - $164,300.00 USD Annual

Job function: Other | Industries: Biotechnology, Medical Equipment Manufacturing, and Research Services

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