BD · 19 hours ago
Sr. Manager - Automated Solutions
Sparks, MD
Full-time
Onsite
Senior Level, Lead/Staff
$125K/yr - $206K/yr
10+ years expBD is one of the largest global medical technology companies in the world. The Sr. Manager - Automated Solutions leads a multi-functional team responsible for ensuring programs and services are established and performed sustainably, managing field service representatives to ensure customer satisfaction and profitability.
Health CareMedical DeviceTechnical Support
Responsibilities
Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives
Interact with field, customer, and client personnel & visits customer sites to better understand their goals, challenges and find opportunities to deliver incremental value, improving business outcomes for our customers
Demonstrates leadership in communicating service-first business goals, programs and processes. Monitors progress toward pre-established objectives, assesses risk and implements strategies to ensure successful delivery of the service(s)
Responsible for People Management processes including but not limited to selection, training, performance, operational results, cost management, retention, and people development. Identifies high potential and provides development opportunities ensuring exposure and visibility within the organization
Manages in District Key account customers. Accountable for district customer satisfaction levels and team morale, through frequent travel into the field, participates at customer in-person meetings, field service team meetings and ride along's. Must travel minimally 40% - 60% or greater of the time
Drives customer satisfaction, and long-term relationship retention with BD customers by coordinating and reporting service measurements by measuring quantifiable performance indicators (Key performance indicators include, Mean Time to Repair, Response Time, and On-Time PM Delivery). Delivers regular operational metrics through business review meetings with customers, department managers and senior leaders
Ensures customer satisfaction and quality of delivered service
Advocates for customer needs and issues across BD to improve BD solutions. Represents the voice of the customer to BD regional commercial functions (Sales, Service, Marketing and etc.)
Leverage tools and global protocols to support program expansions and existing program including but not limited to: inventory tools, dashboards, labor models, Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements
Maintains service certification records on all service employees and other channels 3rd Party (if applicable)
Monitors the accuracy and efficient distribution of service reports and other intelligence essential to the service organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed
Proactively finds opportunities and prioritizes projects related to efficiency initiatives and process improvement
Implements enabling technologies to field service teams. Monitors the assigned service organization’s compliance with required standards for maintaining service data. Works closely with service management to optimize the effectiveness and adoption of information systems/technologies
Manages customer issues with timely resolution and communication across all key partner groups
Represents the service organization on teams, as assigned, relating to product launches, responsible for defining service criteria, training requirements, resource determination, market launch readiness and other service requirements ensuring workforce enablement and launch execution
Oversee departmental budgets and expenditures
Establish trunk stock strategy and maintain inventory levels for all spare parts
Manages and coordinates the activities of a team of field service representatives with full accountability for district P&L results, financial performance, expense management, service delivery costs, contract retention, methods, and Field Service Engineer proficiency and skills
Manages in-district service contract retention, T&M revenue, Won/Lost opportunities, identification and causes of competitive threats within the district. Captures business intelligence relative to customer satisfaction, service contract win/loss rates, and supports the sale and promotion of service contracts and products. Meets regularly with the service contract sales team to promote service contract sales, review opportunities, and provide feedback on losses or potential losses
Contributes to annual operating plans involving service revenue forecast, investment planning, and budgets related to the service organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization’s planning efforts. As needed, coordinates planning activities with other functions and stakeholders
Qualification
Required
Bachelor's degree in business, or Sciences with a business emphasis
10 years demonstrated experience at a supervisory/managerial level
Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets
Experience in a clinical and/or research lab setting
Experience forecasting major landmarks; adept at delegation, follow-up
Experience team building in a matrixed organization
Ability to understand and align with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks
Proficient personal computer skills including spreadsheet skills, word processing, and other relevant applications
Must reside within a state in the district (Kentucky, Ohio, Indiana, Illinois, Wisconsin, Michigan, Iowa, Minnesota, North/South Dakota, Nebraska)
Preferred
Master's Degree in a related field or Business Administration
Resides, near a major city/airport (example - Chicago, Indianapolis, Detroit and Minneapolis etc)
Benefits
Competitive package of compensation and benefits programs
Rewards and recognition opportunities
Commitment to investing in our associates—their well-being and development
Company
BD helps advance clinical therapy with the process for patients and health care providers with innovative technology services and solutions.
10001+ employees
H1B Sponsorship
BD has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (66)
2022 (4)
2021 (3)
Funding
Current Stage
Public CompanyTotal Funding
$540MKey Investors
Steris
2023-08-02Post Ipo Equity· $540M
1962-04-23IPO
Leadership Team
Tom Polen
Chairman, CEO and President
Maureen Mazurek
Chief Sustainability and EHS Officer
Recent News
EIN Presswire
2026-01-09
Company data provided by crunchbase