Director, Service Engineering - Pharmacy Automation

Becton Dickinson Medical Devices•Durham, NC

1d•Onsite

About The Position

The Director of Service Engineering provides strategic leadership and operational oversight for the Service Engineering function within Global Customer Services (GCS). This role is accountable for ensuring the serviceability, readiness, and lifecycle optimization of products and solutions within the Pharmacy Automation platform. The incumbent will drive innovation in service design, technical education strategies, and documentation standards, while fostering strong collaboration with R&D and cross-functional teams to deliver exceptional customer value and operational excellence.

Requirements

BA or BS in Business Administration, Marketing, Engineering, Information Technology, or related field, or equivalent additional relevant experience
Minimum of 8 years of experience in medical device or equivalent.
Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple projects simultaneously.
Exceptional communication and interpersonal skills, both written and verbal.
Ability to collaborate effectively with diverse teams, build trust, and influence others.
Proficiency in Microsoft Office Suite and other relevant software applications.
Travel may be required as part of this role.

Nice To Haves

Lean Six Sigma experience, or similar CI improvement methodologies
Expertise in serviceability engineering (diagnosability, repairability, updateability)
Lifecycle planning and cost optimization
Technical documentation and knowledge management
Advanced problem management and solution development
Innovation in service design and delivery
Intercultural awareness and effective communication

Responsibilities

Define and implement serviceability requirements in partnership with R&D, ensuring alignment with product development objectives.
Lead problem management and continuous product improvement through structured change requests and proactive issue resolution.
Guarantee diagnosability, repairability, updateability, and usability across all products and solutions.
Direct the development and execution of field service strategies for new product introductions.
Oversee comprehensive service lifecycle planning, including definition, creation, monitoring, and problem management processes.
Ensure the accuracy and accessibility of technical documentation and knowledge bases for all service offerings.
Utilize field signals and installed base data to justify cross functional resources to enable design & reliability improvements, system and process upgrades and cost out programs.
Define and maintain standards for field-replaceable service parts to optimize operational efficiency.
Lead update management processes, including preparation of instructions, implementation oversight, and KPI ownership.
Represent Service Engineering on Platform leadership teams and ensure organization is set up to effectively engage within portfolio core teams.
Champion an agile, collaborative working model and serves as a role model for the Global Customer Services Operating Model.
Provide leadership to a global organization, fostering a culture of accountability, collaboration, and high performance aligned with the GCS strategy.
Engage, inspire, and develop diverse leaders and teams through clear communication, coaching, and succession planning to build organizational capability and resilience.
Champion employee engagement initiatives, ensuring alignment with company values and driving a positive, innovative work environment across all regions.