Job Description Summary
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.
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The Bilingual Service Operations Process Manager will manage the Service Operations team to achieve business objectives and foster team synergies, ensuring effective distribution of responsibilities and supporting onboarding and training. You will also represent the Canadian Life Sciences segment in global meetings related to his scope of work, driving continuous improvement projects to enhance customer experience and implement strategic service process improvements. You will manage the release and enhancement processes for ServiceMax, SAP, and CRM, acting as the subject matter expert and ensuring effective issue resolution and inventory management. Supervise service team performance metrics, manage service dispatch and billing, and ensure timely completion of revenue-related processes, supporting day-to-day service activities and customer inquiries.
Key responsibilities will include:
1. Leadership and Team Management
- Lead the Service Operations team to achieve business objectives and foster team synergies.
- Manage a team of Service Operation professionals to meet the fast-paced needs of the Life Sciences business.
- Ensure effective distribution and management of Service Operation responsibilities across the team.
- Coordinate onboarding activities and develop training aids to support current and future business needs.
2. Process Integration and Improvement
- Act as the Life Sciences Segment Service Process Integrator for Canada, representing the Canadian business in global meetings.
- Drive continuous improvement projects to enhance customer experience and commercial intensity.
- Implement service process improvements to drive business strategy.
3. Technical Management and Support
- Manage the release and technical enhancement process for ServiceMax, SAP, and CRM, including user testing and documentation.
- Log incident tickets for system issues and drive resolution with global and 3rd party technical teams.
- Act as the subject matter authority for ServiceMax, SAP, and CRM.
- Oversee inventory reconciliation and field service trunk stock counts to reduce inventory risk.
4. Operational Oversight and Performance
- Supervise service team, process performance metrics and address concerns or opportunities.
- Support day-to-day service activities as needed.
- Manage service dispatch, quoting, billing, and invoicing reconciliation.
- Handle customer and internal inquiries promptly.
- Initiate and manage FSR inventory counts and reconciliation
- Ensure timely completion of revenue-related processes (billing, inventory counts, installation revenue).
- Deliver timely billing and revenue recognition for two Business Units and manage logistics vendor relations.
- Identify areas of concerns and opportunities and drive resolution until completion. Involve right stakeholders in the various steps.
5. Strategic and Analytical Responsibilities
- Understand business operations, goals, and budget to effectively manage and prioritize requests.
- Make timely and well-thought-out decisions related to Service Operation activities.
Knowledge and Skills:
- Excellent communication skills: Ability to communicate effectively with team members, senior management, and cross-functional teams.
- Analytical skills: Proficiency in analyzing data to drive decision-making and process improvements.
- Technical proficiency: Experience with ServiceMax, SAP, CRM, and/or other relevant systems.
- Problem-solving skills: Ability to identify issues, develop solutions, and implement changes effectively.
- Customer-focused: Strong commitment to delivering exceptional customer service and improving customer experience.
- Time management: Ability to manage multiple tasks and projects efficiently, meeting deadlines and business objectives.
- Adaptability: Flexibility to adapt to changing business needs and priorities.
Education and experience:
- College Diploma or University Degree in related field (ex: logistics, administration, etc.) combined with relevant professional experience of at least 5 years.
- A minimum of 3 years strong leadership skills, leading and motivate a team, fostering a collaborative and high-performance work environment.
- Bilingual fluency in English and French (read, speak, write) required to communicate with colleagues and customers.
- Strong proficiency and knowledge of Microsoft Office applications (Word, PowerPoint, OneNote, Outlook). Advanced proficiency with Excel (pivot tables, vlookup, sumif, etc.).
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
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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, the Accessible British Columbia Act, 2021, and any other applicable legislation, including provincial human rights legislation, Becton Dickinson will provide reasonable 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.
Required Skills
Optional Skills
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Primary Work Location
CAN Mississauga - Derry Road West
Additional Locations
Work Shift