Job ID R-366854 Date posted 09/06/2020 BACK TO SEARCH RESULTS Apply

Senior Manager Global Customer Service – Service Readiness International

Job Description Summary

Job Description

Senior Manager Global Customer Service – Service Readiness International

Any European BD location

A superb, wide-ranging Customer Service career development role with BD, a global leader in Medical Technology.

As part of our Global Customer Service (GCS) department, the Senior Manager, GCS Service Readiness is accountable for enabling collaboration with our Infusion and Dispensing product platforms, ensuring that Service requirements are considered within the platform project portfolio. He leads a team of technical experts providing support on our products, software and related connectivity capabilities to Regional Service operations teams and Distributors. The scope of the role includes:
•    Management and Strategy of Service within the Platform project portfolio,
•    Active leadership team member of the Infusion OUS platform,
•    Tier 2 and 3 Technical Support, 
•    Technical Training & Education to internal stakeholders,
•    Development of learning technologies allowing offering added value service for customers & distributors
•    Coordination and monitoring of Field Service Corrective actions across the regions.

Job objectives

  • Ensure availability of all technical documentation, training, support to regional Service operations to enable Service to customers.
  • Responsible for Service requirements for all platform projects and coordination with all relevant stakeholders (Engineering, Operations, Marketing…).
  • Recommend Service strategy for all platform projects and work with the regions including roll out, pricing proposal of Services for new products and GPDS requirements.
  • Collaborate with the Commercial organisations and GCS leaders to define technical training strategy and related processes including training certification.
  • Provide overall coordination of technical support for software and hardware.
  • Coordinate all Quality corrective actions with the regional service operations and ensure completion per agreed timelines.
  • In collaboration with Customer experience & operational excellence team, build metrics to monitor overall department performance.
  • Participate to annual strategic review process. Develop and execute strategy aligned with the business.
  • Drive internal and external collaboration & engagement. 

Primary role responsibilities

This provides a general focus for the requirements of the role but is not exhaustive.

  • Manage the GCS Infusion & CATO Service readiness teams: ensure effective staffing level, maintain training plans and manage employee performance.
  • Coordinate with GCS Service readiness team in US for our Dispensing portfolio.
  • Coordinate and collaborate with the Platforms and Commercial teams to develop a differentiated Service support strategy for International for both indirect and direct sales.
  • Develop excellent working relationships with Sales, Marketing, Manufacturing, Engineering, R&D, Quality, Regulatory and other functions critical to Service readiness success.
  • Define tools, processes and supports necessary to ensure technical training certification for Customers.
  • Understand well the MMS business strategy and incorporate it into team deliverables.
  • Along with GCS Leadership team, build an organisation to implement and support the Infusion software applications.
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective support to our customers.
  • Ensure all relevant processes are performed per internal SOP’s and Service documentation.
  • Adhere to organization and department policies, quality procedures and protocols.
  • Engage, motivate, and develop GCS team members and contribute to talent reviews to foster the talent pipeline.
  • Serve as a role model and mentor to the team by demonstrating BD Values.
  • Actively engage with Quality Management System requirements.

Direct reports / Organization

  • Service Readiness, MMS Infusion
  • Principal Product Specialist - MMS Software
  • Sr. Project Manager GCS Implementation Readiness International - Dispensing (dotted line)

Relevant qualifications

  • Master’s degree in engineering or Information Technology or similar relevant qualification.
  • Proven experience in a technical support role, preferably in Medical devices.

Desired competencies & skills

  • Engaging leader with ability to bring teams together around the same purpose
  • Collaborative style, establishing strong relationships & building support network with the Countries, Businesses and Functions
  • Strong customer orientation and problem-solving skills
  • Strategic savviness
  • Pro-activity and autonomy
  • High-performance and results orientation
  • Team member, willing to act on behalf of team
  • Excellent range of communication skills at all levels
  • Able to deal with crucial conversations
  • Ability to multitask and handle multiple projects
  • Flexible attitude and ability to handle changing priorities
  • Experience in working in multi-cultural environment
  • Fluent in English, both oral and written. Another European language would be a plus.

Travel requirements

  • 30-50% International travel will be required

It’s a superb, all-round Customer Service career development role with a world leader in medical devices.So if this describes you and your aspirations, then please click on the APPLY button.

Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our Talent Pool here:

Primary Work Location

IRL Limerick - Castletroy

Additional Locations

AUT Vienna - Handelskai, GBR Winnersh - Eskdale Road

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"I like being able to make a difference. Working at BD is an opportunity where the products save lives every day."
Current Employee - Anonymous, Limerick

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