BD (Becton, Dickinson and Company) Sr Director, Diagnostic Systems Global Services & Value Generation in Sparks, Maryland
Job Description SummaryThis global position will include the leadership for the following teams: Service Marketing, Service Engineering, Strategic Spare Parts, Service Quality, Service Productivity, and Global Lab Automation Support. In addition, it will have the responsibility for the Global Diagnostic Systems Customer Service Experience. The Global Service leader will direct a global team responsible for providing tools and processes that drives effective and efficient business growth for BD Diagnostics Systems (DS). Works with other Regional Service Directors, cross functionally, to ensure the Global Service Organization meets business and customer requirements. Establishes and implements strategies to support BDDS business and service revenue growth, optimize service profit, and improving the customer experience. Establishes implements and maintains "best practices" in service management. This position is a member of the Diagnostic Systems leadership team, Product Development Team, and Innovation Council. It is a direct report position to the Vice President of Life Sciences Technical Service and dotted-line reporting to the President of Diagnostic Systems.
This leader will do the following:
•Ensure that service operational data, and the voice of the customer are integrated into the product portfolio decisions.
•Execute analytics that drive global business results through regional commercial partners in achieving service excellence.
•Create and mobilize information to enhance customer and employee knowledge.
Responsible for the Development of the Global Service Business vision, mission, strategies and financial and non-financial objectives to ensure that DS Service Business is positioned as a value added and differentiating factor in our customers’ purchasing decisions. Integrates the services value propositions with the Product Solutions.
Create the DS support strategy for effective alignment across global service operations. The development of global service strategies will strive to eliminate service gaps, and to assure high quality service and support for new and existing product platforms.
Influence and prioritize service requirements and customer voice within the Micro, Molecular and, WH&C Product teams. Manage Service Portfolio at Product Reviews and create service cost estimates for business decisions. Quantify customer impact in all key decisions
Leads the improvements on Product Serviceability, Remote Service development, and Predictive service utilizing a multitude of processes and tools such as BD's Global Product Development Systems (GPDS), Structured Development Process, Voice of the customer, and Voice of the Business, Project Management and Design for Six Sigma.
Oversees management and development of WW service strategies to eliminate service gaps, and to assure high quality service and support for new and existing product platforms.
Works with Regional Service Business leaders to develop and control worldwide/Regional Service Business budgets. Oversees the coordinated development of Regional Service capital and expense budgets. Reports Service the P&L, revenue, expenses and headcount, as appropriate.
Responsible for worldwide Service Demand Modeling, processes, and tools.
Strong focus is required to drive Service Value with timely and agile collaboration with all Service regions. This role will provide a single decision-making point for global services strategies.
Support global services to comprehend its business with data backed evidence and provide business insights to BDDS leadership.
Utilize data driven insights to keep the customer at the forefront of BDDS.
Effectively interface with Global Marketing, R&D, Supply Chain, and IT units to meet strategic and operational objectives.
Identify and implement 'best practices' for medical device "service" industry.
Support the product development process. Support, lead and exemplify the key organizational initiatives.
Maintain and improve HQ Service operations in support of WW service initiatives.
Work with key and critical accounts, when necessary, presenting service solutions to maintain business during product performance issues.
Effectively work with cross-functional team to ensure 'total value proposition' is delivered to customers.
Develop and mentor Service Leadership staff to effectively carry out business plans.
Develop organizational processes to ensure Talent Management.
Performs other related duties and assignments as required.
Primary Work LocationUSA MD - Baltimore
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status