Senior Manager, Global Technical Service

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

The Senior Manager will be responsible for Technical Service support of the Molecular and Women’s Health portfolios for the Advanced Diagnostic Division of Waters Corporation. This includes accountability for service deliverables for new product development, regional launch readiness and hypercare support, management of global escalations within the portfolio, product sustaining activities, and reducing cost to service for MDx products.

• →

  Relentless pursuit of improved customer experience while improving profitability

• →

  Lead all service activities following GPDS for New Product Development in support of the MDx Segment

• →

  Lead all service activities for sustaining support of on-market products including MAX, Viper, COR, Focal Point, Microprocessor, Prep Mate, Prep Stain, Slide Prep

• →

  Collaborate with stakeholders across the organization to advocate for product stability, reliability, and serviceability.

• →

  In partnership with other Global Service leaders, build a multiyear funnel of cost down projects including:

  • →

    Identify opportunities for repaired spare parts

  • →

    Drive reliability improvements in partnership with Operations and R&D

  • →

    Deliver technical training excellence to increase field efficacy as measured by standard product health metrics

• →

  Accountable for the day-to-day management of the MDX Service Support Engineers and Trainers

• →

  Attracts, develops, and retains a diverse team that reflects the marketplace, customers, communities, and talent pool.  Create and sustain an inclusive culture where diverse ideas, backgrounds, experiences, and perspectives are valued.  Support an environment where constructive challenge, diverse perspectives, and debate are encouraged.

• Bachelor's Degree is required.

• Minimum of 3 years within a Technical Services organization including demonstrated progression of increasing responsibility.

• Minimum of 3 years leading technical teams.

• Minimum of 3 years of experience with new product introduction into the Medical Diagnostics/Health Care Industry.

• Highly developed ‘influencing without authority’ skills and ability to work successfully in a cross-functional matrixed organization

• Strong written and verbal communication skills and ability to effectively tailor approach to reach audiences at all organizational levels

• Track record of successful leadership demonstrated by high employee engagement and career progression of team members.

• Ability to convert general data and findings into specific, actionable recommendations, and experienced with developing and using dashboards to drive team goals.

• Exceptional ability to build relationships – collaborate across different legs of the organization to deliver results.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.