Director of Field Services - Pharmacy Automation

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 Med Tech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

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 Med Tech 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.

The Director of Field Service – Pharmacy Automation is responsible for leading all U.S. field service operations supporting BD’s Pharmacy Automation portfolio, ensuring a world class customer experience through high quality service delivery, operational excellence, and aligned execution. This role will manage the U.S. field service organization across installation, maintenance, repair, and optimization of pharmacy automation and dispensing solutions. Reporting directly to the Vice President, Service – Pharmacy Automation, this leader plays a critical role in executing the service transformation strategy, developing scalable national field operations, and ensuring the workforce is skilled, agile, and aligned with BD’s customer centric vision.

• Translate the VP’s service transformation strategy into clear, actionable execution plans across the U.S. field service organization.
• Drive operational readiness and field execution for Pharmacy Automation products and connected software solutions, ensuring alignment with BD’s customer experience priorities.
• Lead national service initiatives that support BD’s unified platform strategy across Dispensing and Pharmacy Automation, including cross‑training, skill development, and capability building.
• Serve as a key contributor to long‑term planning around service scalability, digital enablement, and resource allocation.

• Champion a customer‑first mindset within the field organization by embedding VOC insights, service metrics, and digital analytics into daily operations.
• Ensure timely, high‑quality service delivery that maximizes uptime, reliability, and product performance for pharmacy automation customers across the U.S.
• Act as a senior escalation point for complex customer issues, partnering with the VP to strengthen customer loyalty and retention.
• Collaborate with product and engineering teams to elevate serviceability, influence future design, and support successful product launches.

• Lead all aspects of national field service operations, including deployment, scheduling, workforce planning, service quality, compliance, and continuous improvement.
• Standardize operational practices across the U.S. to drive efficiency, scalability, and consistency in service delivery.
• Partner closely with Scheduled Services, WFM, logistics, and supply chain teams to optimize technician capacity, parts availability, tool readiness, and field efficiency.
• Monitor and manage performance through KPIs, dashboards, and analytics to identify trends, drive corrective actions, and sustain operational excellence.

• Lead, mentor, and develop a geographically distributed team of field service managers, supervisors, and field technicians.
• Foster a culture of inclusion, accountability, continuous improvement, and technical excellence.
• Implement and sustain training, certification, and cross‑skilling programs across Dispensing and Pharmacy Automation…