District Service Manager

Becton Dickinson Medical Devices•Sparks, NV

21h•Hybrid

About The Position

Join a high-impact leadership role where you'll continue to shape the success of a field service organization, develop talented service professionals, and drive exceptional customer outcomes. As a District Service Manager, you will lead and inspire a team of Field Service Engineers and Specialists across a defined territory, fostering a culture of accountability, continuous improvement, and customer focus. Working closely with cross-functional partners and senior leadership, you will influence service strategy, enhance operational performance, and help deliver innovative solutions that support customers and business growth. In this role, you will evaluate complex operational, technical, and business challenges, applying sound judgment and data-driven decision-making to develop effective solutions. You will serve as a trusted advisor and coach to your team, supporting the resolution of technical and customer-facing issues while ensuring service objectives are achieved. The Service District Manager is accountable for managing operational budgets, workforce planning, schedules, resource allocation, and performance expectations to drive operational excellence and business results. This field-based leadership position offers the opportunity to make a visible impact while coaching and developing high-performing teams in a dynamic, customer-facing environment. The role must reside within the district, preferably in Minneapolis MN, Chicago IL or Denver CO, and be willing to travel up to 50%.

Requirements

Bachelor’s degree required, with technical discipline preferred.
Minimum 10 years of field service, service operations, customer service delivery, or related experience, including 3 years of leadership experience managing, coaching, mentoring, and developing field-based service or customer-facing teams.
Proven experience leading service operations in a fast-paced, customer-centric environment.
Proficiency with Microsoft Office Suite, including Word, Outlook, Teams, PowerPoint, and Excel.

Nice To Haves

Medical device industry experience strongly preferred.

Responsibilities

Conducts frequent in-field/in-person visits to supervise completion and coordination of scheduled service activities to evaluate Field Service Representative (FSR) performance, morale, customer management/service skills, and technical proficiency.
Travels with each Field Service Representative (FSR) on the team at least 2 times/year.
Coordinates regularly scheduled one-on-one meetings with FSRs and monitors ongoing team dynamics.
Recognizes and responds early to morale or dissatisfaction issues to drive a high level of retention of skilled Field Service Representatives (FSR).
Avoids unfortunate FSR departures through the development of team relationships, provides access to BD opportunities, provides support of individual career goals, and on-going operational support.
Supports FSR development through mentorship, guidance, and training.
Completes frequent in-person visits, ride along and in-person observation.
Identifies training requirements and recommends classes, seminars, and internal training as needed.
Provides ongoing positive reinforcement and feedback to improve FSR performance.
Ensures FSR team has the tools, technologies, and access required to support their execution of daily operations.
Responsible for recruiting, retaining, and developing a high-performing team of Field Service Representatives (FSR).
Provides guidance and mentorship and leads by example to establish excellence in execution and performance.
Carries out Human Resource management responsibilities, including hires, job assignments, termination and promotion recommendations, transfers, salary actions, and the development and delivery of performance reviews.
Manages in District Key account customers.
Accountable for district net promoter score, customer satisfaction levels, and team morale through frequent travel into the field, participates in customer in-person meetings, field service team meetings, and ride-along.
Drives a superb customer experience and long-term relationship retention with BD customers by monitoring and delivering on key performance indicators. (Key performance indicators include but are not limited to Mean Time to Repair, Response Time, and On-Time PM Delivery)
Completes a minimum of 12- 25 in-person customer visits/meetings per year
Accountable for district operations and performance.
Implements operational objectives and assignments.
Develops short-term field service tactical plans and execution.
Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets.
Ensures adequate resources are provided.
Accountable for service inventory management, levels, and utilization within the district.
Actively participates in developing service technical training class schedules and the effectiveness of the classes.
Delivers presentations during Service Leadership team meetings on specified topics of importance to service efforts.
Participates actively in assigned projects and communicates project status, progress, problems, and procedures to their manager or project team leader.
Keeps tabs on the U.S. regulations affecting own area of supervision/management and aligns with those regulations.
Initiates change to BD practices and procedures to support compliance requirements.
Communicates the need for compliance to members of own functional area.
Brings regulatory compliance questions/issues to the attention of the next management level.
Supervises goals, objectives, and resources and establishes mechanisms to review and improve Key Performance Indicators (KPIs) to ensure service and financial targets are met
Ensures Environmental, Health, and Safety (EH&S) training by facilitating safety awareness program development and implementation.
Ensures EH&S policies and procedures are followed through education and training.
Discusses and documents pertinent EH&S topics at staff meetings.
Participates in EH&S programs.
Performs other related duties and assignments as required