Director of RxA National Field Service

Becton Dickinson Medical Devices•Durham, NC

8d•Onsite

About The Position

The Director of Field Service – Pharmacy Automation is responsible for leading all U.S. field service operations supporting BD’s Pharmacy Automation portfolio, ensuring a world class customer experience through high quality service delivery, operational excellence, and aligned execution. This role will manage the U.S. field service organization across installation, maintenance, repair, and optimization of pharmacy automation and dispensing solutions. Reporting directly to the Vice President, Service – Pharmacy Automation, this leader plays a critical role in executing the service transformation strategy, developing scalable national field operations, and ensuring the workforce is skilled, agile, and aligned with BD’s customer centric vision.

Requirements

Bachelor’s degree in engineering, business, healthcare technology, or related field required
10+ years of progressive leadership experience in field service operations, preferably within medical devices, healthcare technology, automation, or complex hardware/software systems.
Demonstrated success leading large, distributed field teams in a regulated environment.
Experience contributing to service transformation initiatives — digital tools, analytics, automation, or workflow optimization strongly preferred.
Strong financial acumen with experience managing operational budgets and contributing to service P&L performance.
Expertise in change management and navigating matrixed organizations.
Familiarity with Lean, Six Sigma, or continuous improvement methodologies.
Exceptional communication, influence, and relationship‑building skills.
Ability to travel within the U.S. as required.

Nice To Haves

advanced degree (MBA or equivalent) preferred

Responsibilities

Translate the VP’s service transformation strategy into clear, actionable execution plans across the U.S. field service organization.
Drive operational readiness and field execution for Pharmacy Automation products and connected software solutions, ensuring alignment with BD’s customer experience priorities.
Lead national service initiatives that support BD’s unified platform strategy across Dispensing and Pharmacy Automation, including cross‑training, skill development, and capability building.
Serve as a key contributor to long‑term planning around service scalability, digital enablement, and resource allocation.
Champion a customer‑first mindset within the field organization by embedding VOC insights, service metrics, and digital analytics into daily operations.
Ensure timely, high‑quality service delivery that maximizes uptime, reliability, and product performance for pharmacy automation customers across the U.S.
Act as a senior escalation point for complex customer issues, partnering with the VP to strengthen customer loyalty and retention.
Collaborate with product and engineering teams to elevate serviceability, influence future design, and support successful product launches.
Lead all aspects of national field service operations, including deployment, scheduling, workforce planning, service quality, compliance, and continuous improvement.
Standardize operational practices across the U.S. to drive efficiency, scalability, and consistency in service delivery.
Partner closely with Scheduled Services, WFM, logistics, and supply chain teams to optimize technician capacity, parts availability, tool readiness, and field efficiency.
Monitor and manage performance through KPIs, dashboards, and analytics to identify trends, drive corrective actions, and sustain operational excellence.
Lead, mentor, and develop a geographically distributed team of field service managers, supervisors, and field technicians.
Foster a culture of inclusion, accountability, continuous improvement, and technical excellence.
Implement and sustain training, certification, and cross‑skilling programs across Dispensing and Pharmacy Automation platforms.
Build strong succession plans and talent pipelines that support national growth and BD’s long‑term organizational strategy.
Manage the national field service budget, ensuring thoughtful allocation of resources and alignment with the VP’s P&L strategy.
Identify cost‑to‑serve reduction opportunities while maintaining or improving service quality.
Provide operational and financial insights to the VP, including service performance, productivity, and investment needs.
Support revenue‑generating service programs through safe, consistent, and high‑quality execution.
Collaborate with Sales, Marketing, Product Management, R&D, Quality, and Global Service leaders to ensure alignment across product strategy, field readiness, and customer expectations.
Provide field insights that support product performance improvements, serviceability enhancements, and market-driven innovation.
Actively partner with regional and commercial teams to support new product introductions, adoption, and customer onboarding.