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BD (Becton, Dickinson and Company) Service Manager Technical Service South of France for Diagnostic Systems H/F in Rhône-Alpes, France

Job Description Summary

An exciting opportunity has just arisen for you to join Diagnostic Systems (DS) as we are currently recruiting a Service Manager Technical Service who will be leading the field service delivery for the business in South France.

In this role you will supervise Technical Field Service Engineers and be responsible for establishing, maintaining and operational leading the localized service strategy and delivery model in the respective country ensuring the Worldwide and European service and business targets. The focus is on meeting commercial and customer expectations while guiding local service engineers in their operational activities.

Working in a highly matrix environment the service manager will strongly collaborate with the respective Centers of Excellence in the European Service organization, the respective local service administration teams, the local commercial teams and the core business functions. The Service Manager Technical Service will report to the Area Manager Technical Service DS South France, and they will develop with the respective colleagues of the other hubs the European service model for the field service delivery of DS. ring capacity.

You are the one who can make the difference. Join us and be a crucial part of advancing the world of health!

Job Description

Main Responsibilities

Reporting to the Area Manager Technical Service DS South your responsibilities will be around 4 main activities:

People management for Field Service Engineers

  • Lead a local team of Technical Field Service Engineers (7-10 people) to ensure execution and delivery of service KPIs and deliverables

  • Successfully lead and communicate the vision, mission and objectives for your region

  • Contribute to and execute communication plans that drives your associates’ motivation and engagement.

  • Drive and instill a customer centric culture, a culture of accountability, positive mindset and high engagement

  • Deliver actions and organizational processes to ensure Talent Management. Inspire, coach and engage individuals and your team and instill a sense of pride in the organization

Service KPIs and operational performance

  • Generate profitable revenues and growth according to given targets

  • Track performance of all field service operations and drive recovery plans for deviations and gaps from accepted performance targets

  • Ensure process & system compliance

  • Build Monthly Operating results reports

Customer experience

  • Supports end-to-end account management and customer teamwork to deliver high levels of customer satisfaction for DS products and services

  • Drive and enhance service value to customers, using it as differentiation. Works closely with Sales to deliver this differentiation.

  • Develops local Technical Service organizations, capabilities to ensure high quality service for the DS business

  • Proactively contribute to the development and delivery of new/different service models to meet emerging customers’ needs and enhance efficiencies.

  • Maintain high levels of customer allegiance leveraging customer survey results, service metrics and implement improvement plans that deliver measurable and continuous service delivery improvement.

Business communication, support & collaboration

  • Support and drive execution of service strategies to assure high quality service and support for new and existing product platforms

  • Develop local Technical Service organization and capabilities to ensure high quality service for the business

  • Establish and nurture deep relationships with your peers and Country Sales Leads and ensure strategic, commercial and operational alignments to their local targets.

  • Provide timely, effective and profitable delivery of all in-scope product services to end-user customers for DS through local Technical Service organizations

  • Support the launch and adoption of new technologies and portfolio innovations including an increased focus on informatics solutions.

  • Effectively interface with local and European marketing, Sales, Customer Service, Quality and European Life Sciences partners to meet strategic objectives

  • Represent Technical Service Europe for your region at local DS meetings, understand well business strategy and incorporate it into the local service.

  • Participate in various local Sales and Marketing meetings to ensure service components are fully anticipated and understood.

Who you are ?

Ideally coming from an engineering background, you have a strong experience of minimum 3 years in a service and commercial experience/customer facing role. In addition you have already worked in service delivery supporting targets of a global service organization. You have as well a first experience in managing people/engineers. Having an experience with the service management software Servicemax would be a plus.

Essential skills

  • Leadership and excellent Communication skills

  • Customer Focus mindset

  • Continuous and versatile learning capabilities

  • Ability to influence others

  • Planning and organization

  • Results and action oriented

  • Adaptability and flexibilty

  • A fluent level of English

This position requires flexibility in travelling as you will be on the field meeting customers, peers and your team members.

Possible location(s): Grenoble, Lyon, Montpellier or Toulouse areas

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

Primary Work Location

FRA Le Pont-de-Claix Cedex

Additional Locations

Work Shift

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.