Sr. Manager - Automated Solutions

Company Overview

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.

The Sr. Service Manager leads a multi-functional team, responsible for ensuring programs and services are established and performed in a sustainable manner across a matrixed capital service organization. This role manages the activities of field service representatives within an assigned field services district to ensure customer satisfaction and profitability. Core responsibilities include project management, account management, business operations and service training and education.

The manager engages in business planning and analysis, process optimization, program development and oversees the administration of service business operations across various products. The role is the primary conduit for FSE issues to senior leadership, developing solutions and alternatives related to internal policies, procedures and technologies.

• Ensure excellent customer experience and technology by fostering customer relationships.
• Ensure effective installation and post‑installation support through collaboration with internal and external partners, enabling sustained organizational success within the supported commercial organizations and geographies.
• Meet or exceed assigned budget service revenue/cost targets through active collaboration with Finance, Sales and Marketing.

Leadership

• Deliver operational excellence within a large, complex organization and marketplace, assisting in driving commercial growth objectives.
• Interact with field, customer and client personnel; visit customer sites to understand goals, challenges and opportunities to deliver incremental value.
• Communicate service‑first business goals, programs and processes; monitor progress, assess risk and implement strategies for successful delivery.
• Lead people‑management processes—including selection, training, performance, operational results, cost management, retention and development—identifying high potential talent and providing development opportunities.

Customer Centricity

• Manage key account customers in the district; accountable for customer satisfaction levels and team morale through frequent travel (40%–60%+ of the time) and in‑person meetings.
• Drive customer satisfaction and long‑term relationship retention by coordinating and reporting service measurements (e.g., Mean Time to Repair, Response Time, On‑Time PM Delivery). Deliver regular operational metrics through business review meetings.
• Ensure quality of delivered service and advocate for customer needs across BD to improve BD solutions.
• Represent the voice of the customer to BD regional commercial functions (Sales, Service, Marketing, etc.).

Operations

• Leverage tools and global protocols to support program expansions and existing programs, including inventory tools, dashboards, labor models and Move/Add/Change processes. Provide feedback on new customer requirements.
• Maintain service certification records for all service employees and third‑party channels when applicable.
• Monitor accuracy and efficiency of service reports and other intelligence; recommend revisions or develop new reporting tools as needed.
• Identify and prioritize efficiency initiatives and process improvement projects.
• Implement enabling technologies for field service teams; monitor compliance with required standards for service data and optimize information systems/technologies adoption.
• Manage customer issues with timely resolution and communication across key partner groups.
• Represent the service organization on product launch teams, defining service criteria, training requirements, resource determination and launch readiness to ensure workforce enablement.

Financials: P&L Accountability

• Oversee departmental budgets and expenditures.
• Establish trunk stock strategy and maintain…