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.

• Supervises a geographical area assigned by the Manager and reviews and recommends staffing levels for the area based on the needs of the business
• Provides support to the Manager, Implementation Project Manager, internal cross-functional teams, and the local Field Service team in various capacities to support established business goals and objectives
• Coordinates remote and on-site technical support for BD Pyxis automated dispensing systems located within hospitals and other healthcare facilities within the designated service area and in accordance with our customer support agreements as a part of their core responsibilities
• Reviews, evaluates, and prioritizes work orders, and supervises the resolution of issues regarding proprietary hardware and software system components.
• Responsible for supervisory tasks such as requisition approvals, candidate interviews, contribution to annual reviews, time sheet approvals, and other administrative responsibilities designated by the Manager
• Supervises the day-to-day operations of the local Field Service Team associate's
• Coordinates the completion of all Field Service training curriculum of the local Field Service Team
• Acts as first point of escalation for employee and customer site issues and communicates with Manager, TSC, and other cross-functional teams regarding ongoing customer support issues
• Works with Manager to facilitate mentor sessions with staff for behavioral, technical, and customer experience opportunities.
• Mentors staff and works to see opportunities for development, growth, and advancement and establish standard processes
• Must demonstrate strong leadership and communication, and an understanding of the healthcare business environment
• Must demonstrate a consistent track record to lead and develop associates higher level performance
• Must possess and maintain an outstanding knowledge of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting
• Disseminates Field Service Policy and Procedures, maintains team dashboard and metrics, and adheres to team inventory and depot audit schedules
• Develops a climate of approachability and open dialogue in which people value mentorship and are encouraged to perform at higher levels
• Promotes and develops a culture of partnership within the local Field Service Team and between business units and supporting organizations
• Other tasks and special projects designated by the Manager

• Associate's Degree or equivalent education in Healthcare Technology or other technical field, or a minimum of 3 years of Field Service experience working in a medical environment
• Experience with BD Pyxis MMS products preferred
• Prior management/supervisory experience or project/team leadership experience preferred
• Must be able to lead customer and subordinate expectations, and possess excellent interpersonal skills, data analysis skills, and flexibility to readily adapt to change.
• Must be detail oriented and have the ability to advise employees towards meeting the company's objectives.
• Must possess and maintain a valid driver's license and meet BD's auto safety standards.
• Upon hire, must provide proof of and maintain current immunizations and acquire additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis, COVID-19.