BD (Becton, Dickinson and Company) GCS Service & Support Manager ANZ in Sydney, Australia

Job Description Summary

As part of our Global Customer Service (GCS) department, the Service & Support Manager oversees a team of Depot Repair and Field Service Technicians and Engineers who provide services to Infusion and Dispensing customers across Australia and New Zealand.

Job Description

Job Objectives:

  • Build and lead a team able to deliver Service & Support meeting customer expectations.

  • Review maintenance agreements with customers and support sales associates with negotiation.

  • Manage contractual agreements and performance for all Subcontractors providing support for Infusion and Dispensing solutions on our behalf.

  • Maintain Service Pricing and monitor Service revenue for the region.

  • Coordinate and collaborate with the Commercial team to align on business priorities.

Primary Role Responsibilities

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

Depot Repair:

  • Lead a team of Workshop Technicians and Product support Engineers. Define training plans and manage employee performance.

  • Tracking and report on ANZ GCS Depot performance ensuring turnaround goals are achieved.

  • Propose continuous improvement actions to maintain ANZ depot repair efficiencies.

Field Service:

  • Ensure appropriate staffing levels and territory coverage to support Field Service activities at customer sites in accordance with customer requirements.

  • Negotiate and manage contractual agreements with Field Service Subcontractors.

Customer & Sales Interaction

  • Develop positive Customer relationships.

  • Receive, respond and resolve customer escalations related to Service & Support.

  • Support Sales with Maintenance agreement negotiations.

  • Propose Service offering corresponding to market standards.

Quality & Technical

  • Ensure connection to the Infusion Technical support teams on new product & software releases or updates/upgrades. Set-up related training and processes.

  • Guarantee that all technical activities are tracked and documented per our Quality system.

  • Ensure relevant skills and knowledge are maintained within the team in order to accomplish acceptable performance of duties, including maintaining knowledge and understanding of the latest Australian/New Zealand Standards relating to electro medical equipment.

  • Plan, manage and report all necessary Service corrective actions.

  • Ensure all relevant processes are performed per internal SOP’s and Service documentation.

  • Adhere to organization and department policies, quality procedures and protocols.

Process & Communication

  • Ensure alignment with the ANZ organisation.

  • Establish a strong connection to the GCS team in US and other regions.

  • Support IT integrations initiatives and provide feedback to regional/global IT teams.

Relevant Qualifications

  • Bachelor of Engineering or similar relevant qualification

  • 5 -10 years in similar roles, ideally in Healthcare industry

Desired Competencies & skills

  • Experience in working in multi-cultural environment and matrix organisation.

  • Pro-active; high-performing and results orientated.

  • Flexible attitude and ability to handle changing priorities.

  • Analytical and problem solving skills.

  • Display a positive and professional attitude internally and externally.

  • Strong interpersonal skills to:

  • work and negotiate with third parties,

  • build strong relationships with customers at both technical and purchasing level,

  • manage service technicians and engineers.

  • Ability to provide feedback on Service agreements.

  • Outstanding presentation skills.

  • Good skills in MS Office applications.

  • Fluent in English, both oral and written.

Travel requirements

50% regional and international travel will be required.

Primary Work Location

AUS Sydney - North Ryde

Additional Locations

AUS Sydney - Seven Hills

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.