BD is a leading global medical technology company that develops, manufactures and sells medical devices, instrument systems and reagents. The Company is dedicated to improving people's health throughout the world. BD is focused on improving drug delivery, enhancing the quality and speed of diagnosing infectious diseases and cancers, and advancing research, discovery and production of new drugs and vaccines. BD's capabilities are instrumental in combating many of the world's most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, BD employs approximately 28,000 people in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, the pharmaceutical industry and the general public. For more information, please visit www.bd.com.
For the BD Biosciences headquarters in Erembodegem (Belgium) we are looking for a:
* Technical Service Manager
*
Role:
The Technical Service Manager (TS Mgr) is responsible for managing Installation, Repair and Maintenance of the BD Biosciences, BD Diagnostic Systems and BD Pre-Analytical Systems instrumentation in the assigned territory.
The TS Mgr creates an environment to achieve customer loyalty. He interacts with key customers, negotiates and defines the most appropriate service offering.
The TS Mgr leads a team of Field Service Engineers, Team Leaders and Support Staff, coaches them in their personal and team development, and manages performance based on service metrics.
The TS Mgr leverages internal relationships to enhance business performance and customer experiences. He/she collaborates closely with the Sales and Marketing Managers of the respective business units for developing and executing service strategies providing competitive differentiation in the market. He/she is responsible for developing marketing approaches relative to service needs and for translating the input into actionable plans.
The TS Mgr is a member of the European Technical Service Management team and takes functional direction and guidelines from the European Technical Service Operations Manager.
The TS Mgr is a member of the local BDX leadership team and reports to the European Service Operations Manager.
Responsibilities:
*Development and implementation of Service strategies*
• Development of local service strategies and tactics based on European guidelines and strategies,
• Collaborates closely with the respective Sales and Marketing organizations (BDB, BD-DS, BD-PAS) to translate European strategies into local approaches meeting the customer needs and securing competitive differentiation,
• Promote and develop the portfolio of Services and marketable service offerings to customers,
• Responsible for service quality and customer satisfaction relative to service execution and service level agreement compliance,
• Development of appropriate mechanism to systematically assess customers’ servicing needs, explicitly stated or in anticipation of their future needs.
*Leading and managing local team of Team Leaders, Field Service Engineers and Support Staff*
• Supervises the field service engineers, team leaders, support staff and provides clear guidance for technical, interpersonal and commercial aspects,
• Responsible for the teams’ adherence to the defined service processes, tools, systems usage and compliance,
• Responsible for managing the workforce capacity and workload, incl. the assignment of territories, work dispatch process and availability of engineers in accordance with customer needs and service agreements,
• Review and analyze Technical Service operations and performance, institute necessary changes to ensure productivity & cost control,
• Coaches and mentors his team to detect and overcome capability gaps and to ensure long-term employability of the team.
*Other*
• Responsible for service revenues and departmental costs, for developing budget, forecasts and managing financials to meet targets,
• Responsible for accurate forecast of service profit instrument spare parts consumption and inventory (country stock & trunk stock),
• Develops and monitors budget for capital expenditures, operating supplies and labor. Ensures adequate resources are provided,
• Responsible for the data quality and accuracy of the Service management system and publish quarterly service metrics report (KPI’s) to the local leadership team of the supplied business units: BDB, BDDS, BDPAS,
• Manage customer complaints and questions ensuring they are handled quickly and professionally,
• Works on local or European projects as needed.
Requirements:
• University Degree in Engineering in a related technical or business discipline or equivalent combination of related education and experience
• Direct customer relationship experience
• Candidate must be willing to travel within the assigned territory
• Proven leadership and ability to orchestrate resources and motivate teams
• Experience in managing a P&L
• Experience in servicing instruments in medical or research industries is a plus
• Results and strongly team oriented
• Strong Leadership skills & change management skills
• Strong communication and interpersonal skills
• Proven ability to influence and drive change through written and verbal communication skills
• Strong business acumen and commercial aptitude
• Understanding of customer/marketplace and drivers that influence customer behavior
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
• Process oriented and well organized; a good understanding of project management is a plus
• Ability to thinking strategically, to anticipate trends and to create competitive breakthrough strategies
• Ability to work independently and action oriented
• Experience in using MS Office suite
• Languages: Dutch, French, English
• Accountable for all aspects of service quality and efficiency
• Accountable for Technical Service budget and forecast in the assigned territory
• Accountable for Technical Service revenues of XX M$
• Accountable for forecast accuracy of spare parts consumption as well as inventory accuracy of local spare parts inventory
Offer:
• A varied function with international contacts within a company with an important social contribution in a value driven organization
• An informal working atmosphere, dynamic corporate culture and an environment that lets you grow and develop
• A very attractive remuneration package
Interested?
Please apply via www.bd.com/careers.
**Job:** **Technical / Field Service**
**Title:** **Technical Service Manager**
**Location:** **BE-VOV-Erembodegem**
**Requisition ID:** **TEC100XK*