Job Description Summary

Job Summary:
The Mngr/Sr. Mngr, National Sys Specialist - BD COR will lead a team of experts responsible for planned services, customer remote support, escalation support, and technical training. This role involves setting, managing, and achieving goals in installations, corrective maintenance, preventive maintenance, and system upgrade activities while ensuring smooth daily operations. The manager will also design and implement change initiatives to enhance the support of the BD COR platform.
The key to success is this individual's Program Management skills and ability to work cross-functionally with Field Service Engineers, Applications Specialists, Sales/Marketing, Quality and Regulatory, Supply Chain, Global Service Engineering, and Senior Leadership.

• Manages all field technical service processes to guarantee flawless execution and alignment with strategic objectives, defining goals, objectives, and resources and establishing mechanisms to review and improve Key Performance Indicators (KPIs).
• Provide leadership over the team accountable for handling user problems for US BD COR customers. Influence positive outcomes by coordinating activities and mobilizing resources as required.
• Accountable for Customer Satisfaction of all BD-COR accounts, ensuring field service engineer proficiency, timely communications, and alignment between customer expectations and resourcing.
• Manage the Critical issue Task Team daily to ensure all sophisticated cases are acknowledged, minimizing downtime and acting upon defined KPI targets. Clearly articulate all actions and decisions and ensure the extended team understands expectations and deadlines.
• Ensure adherence to installation timelines and resource availability for installations, planned services and ongoing support through adequate coordination of holiday schedules.
• Serve as a primary liaison with Customer Success Executives and Product Sales teams for all sophisticated cases and issues.
• Develop and maintain Escalation Dashboards to provide real-time insight to critical issue's activity.
• Ensure appropriate action is taken to identify the root cause and help eliminate the recurrence of issues. This requires a close partnership with R&D, Global Service Engineering (SSS), and Field-based teams.
• Work with global Product Center of Excellence teams (COE) to ensure swift resolution of critical issues and appropriate steps are taken to prevent recurrence (Field Service Bulletins, training modification, etc.)
• Works with various departments to lead cross-functional processes and resolve issues, supporting sales partners in contract negotiations.
• Represents Technical Services in Global Service, Marketing, and R&D product reviews.
• Identifies customer needs and develops customer-specific solutions, providing high-quality on-site and remote support to BD customers, including installation management and planned services like preventive maintenance, system upgrades, etc.
• Leads technical conversations with customers to ensure alignment on planned services, critical issue resolution, and enhanced customer satisfaction.
• Assists leadership with various reports and process improvements, participating in special projects and assignments.
• Drives change initiatives to improve efficiencies and implement business commitments, promoting Lean process initiatives for enhanced efficiency in planned services like preventive maintenance, system upgrades, etc.
• Ensures adherence to Quality Policies and Departmental Standard Operating Procedures, developing and implementing management processes to ensure well-organized and timely installation, preventive maintenance, and system upgrade projects.
• Trains the team on technical and compliance tools and procedures, partnering with field managers to improve on-site and remote support capabilities.
• Leads people processes, including, but not limited to, selection, retention, motivation, and development, and approves and controls expense reports for associates.
• Promotes a safe working environment, ensuring compliance with policies and procedures and managing company assets.

• Demonstrated leadership, motivational, and organizational skills with a proven track record in cross-functional projects.
• Effective interpersonal skills, including crisis/conflict resolution.
• Strong eye for business and professionalism in customer interactions.
• Exceptional written and verbal communication.
• Ability to work professionally with all levels of internal/external organizations.
• Proficient with business information systems (i.e., SAP, SFDC) and Microsoft Office suite. The ability to create dashboards within BD-approved tools (i.e., ServiceMax, Power BI, etc.) is preferred.
• Willingness to travel up to 50%.

• A BS degree in engineering, operations, business, medical technology, biological sciences, or a related field is required.
• Master's degree desired.
• Minimum 7 years of experience in technical service related to capital equipment, with at least 5 years managing customer relationships.
• Management of clinical lab support, including remote and on-site support of sophisticated automation solutions, is preferred.
• Experience leading implementation projects/programs.
• PMP certification preferred.
• Experience in continuous improvement activities (Lean/Six Sigma)
• Lean/Six Sigma certification preferred.