BD (Becton, Dickinson and Company) Director Technical Service , BDB & DS EMEA in Milano, Italy
Job Description Summary
This role will be integral to the overall success and vision of the organization by ensuring efficiency, effectiveness, and operational strength through strong process and talent optimization, service tools, and the development of “best-in-class” processes across the Technical Service organization.
Accountable for creating the strategy and ensuring effective operations of the Technical Service BDB & DS organization in Europe, implementing change initiatives to enhance Technical Support Europe value-added role for both customers and the company. The ideal candidate will bring strategy, process, people, and vision for the future of service operations. Additionally, the leader is responsible for building a capable high performance service organization by establishing, implementing and maintaining "best practices" in service management, developing and administering revenue budgets, and performance requirements. Works with regional business leaders and cross functionally, to ensure the service organization meets business and customer requirements. In collaboration with sales and marketing develops ‘service value proposition’. Drive and enhance service value to customer, using it as differentiation. Accountable for development and delivering on service KPIs including business revenue, service revenue and customer satisfaction. Collaborates with the WW Life Science Service organization to leverage best practices , WW initiatives and solutions.
Establishing and meeting annual service revenues and profitability targets, customer satisfaction and continuous improvement objectives and strategies.
Compliance with European and BD safety regulations/policies/procedures.
Compliance with Europen quality, regulatory policies, practices, procedures.
Technical Service Operations Manager(s)
Product Technical Support, Quality & Service Technology Manager ( TS COE)
Repair Center Manager,
Technical Support Training Center Manager,
Service Parts Logistics Manager
Oversees development and execution of service strategies to assure high quality service and support for new and existing product platforms.
Leads regional TS LT consisting of senior managers and ensures execution and delivering service KPIs and project deliverables.
Develops European TS organization , capabilities and resource planning to ensure high quality service for both DS and BDB businesses.
Leads the continuous improvement efforts ,utilizing a multitude of processes and tools such as Project Management and Design for Six Sigma.
Oversees all end-to-end service function to enable successful service delivery: field services, technical and phone support, service quality, spare parts management, lab automation services, field applications, service technology and informatics, and analytics
Exemplifis service excellence, industry leadership, and leveraging service innovation to unleash customer success.
Successfully leads and communicates the vision, mission, and objectives for European Region. Develops and executes communication plans that drives associates motivation and engagement.
Meets all commitments and performance targets, exceeds customer expectations
Develops and implements the strategy, prioritization and geographic strategy deployment processes to enable DS & BDB strategic and annual operating plans in the region.
Creates standard work and management dashboards to quickly and effectively monitor, manage and communicate operational and strategic performance .
Establishes and nurtures deep relationships with BD Lifesciences peers and ensures strategic and operational alignment across DS and BDB. Proactively builds strategic business plans and account strategies to strengthen our collective contributions to the overall BD Lifesciences value proposition for our customers.
Provides timely, effective and profitable delivery of all in-scope product services to end-user customers across Europe through TS organization; installation, contract and warranty repair, preventative maintenance, escalation, and validation meeting service quality level requirements, customer training and support for instrument operations and routine applications including installation and post-installation requirements.
Generates profitable revenue and growth.
Proactively contributes to the development and delivery of new/different service models to meet emerging customer needs and enhance efficiencies. Support the launch and adoption of new technologies and portfolio innovations .That includes increased focused on informatics solutions.
Drives and instills a customer centric culture , a culture of accountability, positive mindset , and high engagement.
Supports end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for BD products and Services.
Tracks performance for all service operations, and drive recovery plans for deviations and gaps from accepted performance targets.
Maintains high levels of customer allegiance leveraging customer survey results, service metrics and implement improvement plans that deliver measurable and continuous improvement.
Serves as a role model and mentor by demonstrating BD Values.
Effectively interfaces with Marketing, Sales, Supply Chain , Quality and WW LS partners to meet strategic objectives.
Maintains and improves TS COE service initiatives.
Represents TS Europe at DS and BDB LT meetings, understands well business strategy and incorporates it into the service, participate in various meetings with Sales, Marketing to ensure service components are fully appreciated and understood.
Drives and enhances service value to customers, using it as differentiation. Works closely with sales to deliver this differentiation.
Develops strategies and organizational processes to ensure Talent Management. Insipres, coaches and engages individuals and teams and instills a sense of pride in the organization.
Requires a BS in related scientific or engineering discipline, marketing or business, MBA or higher level degrees desirable.
Minimum 10 years progressive service experience (3+ years leading a regional service, business or function with significant cost center or P&L responsibility) within a multi-cultural, highly-matrixed global company in a scientific, life sciences, biotech or similar industry.
Experience in developing strategic plans supporting a global service organization.
Managing, Leading and Developing People
Develop, coach for performance, provide feedback to direct reports and resources to accomplish tasks.
Recognizes talent and fosters talent management initiatives
Provides leadership and coaches own organization with special focus on retaining talented people and constantly upgrading knowledge and skills of teams.
Brings out the best in people.
Understands all service implications in decision making, engineering and technical applications.
Able to conceptualize complex idea/situation and communicate them clearly.
Can think forward and combine several knowledge/data points and hypothesis to elaborate options and solutions.
Is effective in dealing with complex situations, is not dogged down in details. Act on the fundamentals to resolve a complex issue, unclear situation and leverage opportunities.
Is able to act with limited knowledge when time to action is more critical, knows when time to action is less important and take necessary time to secure appropriate pre-action knowledge.
Ability to lead a large organization
Clearly communicate to all necessary functions unambiguous goals, ensure complete understanding and commitment.
Lead the plan, execution and monitoring of integrated tactical cross functional action plans, assist in monitoring systems and metrics.
Does not hesitate to reassess and correct tactical and strategic assumptions.
Identify and integrate all the critical execution elements and organizational capability factors in the planning phase
Is flexible and fact driven to adjust planning to the the best implementation outcomes; deal with unforeseen challenges, respond to evolving competitive situations.
Maintain urgency level to secure successful outcomes.
Responsive to internal and external customers
Creates and implements value proposition for service as a differentiation.
Participate in customer-focus forums and service lead initiatives.
Challenges ‘business as usual’, is not limited by current operating/business models, past bad experience.
Generates out of the box, unconventional ideas, wants to set new standard and experiment new techniques.
Seeks cutting edge examples, models inside and outside industry.
Track record of creating products and programs that generate sales and profit growth.
Leads effectively in cross-functional environmental including sales, marketing, quality, manufacturing etc.
Effective in large group presentations to ELT, WW LS TS, business sales & marketing organizations.
Demonstrates ability to conduct, analyze and present detailed financial evaluation of a project for decision making and can present models to others.
Achieve goals within expense budget.
Prepare service forecasts and models.
Create capacity models
Drive for results
Demonstrated ability to deliver against key objectives and timelines
Exhibits strong project management skills
Demonstrated track record of success in achieving revenue and profitability goals.
Ability to travel 30 – 60% of the time .
Primary Work Location
BEL Erembodegem - Dorp 86
DEU Heidelberg - Tullastrasse, ESP San Agustin del Guadalix, FRA Le Pont-de-Claix Cedex, FRA Rungis Cedex - Bâtiment Londres, GBR Winnersh - Eskdale Road, ITA Milan - Via Enrico Cialdini
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.