Field Service Supervisor Southeast

Becton Dickinson Medical Devices•Durham, NC

3d•Hybrid

About The Position

The Field Service Supervisor reports to the Manager and supervises Field Service activities for a designated geographic region to support company business objectives associated with the service and support of BD RxAutomation products within the MMS portfolio. Accountabilities of the BD Field Service Supervisor role: Oversees a geographical area assigned by the Manager and reviews and recommends staffing levels for the area based on the needs of the business Provides support to the Manager, Implementation Project Manager, internal cross-functional teams, and the local Field Service team in various capacities to support established business goals and objectives Coordinates remote and on-site technical support for BD Rx automated dispensing systems located within hospitals and other healthcare facilities within the designated service area and in accordance with our customer support agreements as a part of their core responsibilities Reviews, evaluates, and prioritizes work orders, and coordinates the resolution of issues regarding proprietary hardware and software system components. Responsible for supervisory tasks such as requisition approvals, candidate interviews, contribution to annual reviews, time sheet approvals, and other administrative responsibilities designated by the Manager Supervises the completion of all Field Service training curriculum of the local Field Service Team Acts as first point of escalation for employee and customer site issues and communicates with Manager, TSC, and other cross-functional teams regarding ongoing customer support issues Works with Manager to facilitate mentor sessions with staff for behavioral, technical, and customer experience opportunities. Mentors staff and work to find opportunities for development, growth, and advancement and establish standard processes Must demonstrate strong leadership and communication, and an understanding of the healthcare business environment Must demonstrate a proven record to lead and develop associates higher level performance Must possess and maintain an outstanding knowledge of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting Disseminates Field Service Policy and Procedures, maintains team dashboard and metrics, and adheres to team inventory and depot audit schedules

Requirements

High School Diploma
3-5 years of related field work experience
Computer electronics, Windows OS, network experience, required

Responsibilities

Oversees a geographical area assigned by the Manager and reviews and recommends staffing levels for the area based on the needs of the business
Provides support to the Manager, Implementation Project Manager, internal cross-functional teams, and the local Field Service team in various capacities to support established business goals and objectives
Coordinates remote and on-site technical support for BD Rx automated dispensing systems located within hospitals and other healthcare facilities within the designated service area and in accordance with our customer support agreements
Reviews, evaluates, and prioritizes work orders, and coordinates the resolution of issues regarding proprietary hardware and software system components
Responsible for supervisory tasks such as requisition approvals, candidate interviews, contribution to annual reviews, time sheet approvals, and other administrative responsibilities designated by the Manager
Supervises the completion of all Field Service training curriculum of the local Field Service Team
Acts as first point of escalation for employee and customer site issues and communicates with Manager, TSC, and other cross-functional teams regarding ongoing customer support issues
Works with Manager to facilitate mentor sessions with staff for behavioral, technical, and customer experience opportunities
Mentors staff and work to find opportunities for development, growth, and advancement and establish standard processes
Must demonstrate strong leadership and communication, and an understanding of the healthcare business environment
Must demonstrate a proven record to lead and develop associates higher level performance
Must possess and maintain an outstanding knowledge of corporate and service department procedures and policies, including customer complaint handling and Medical Device Reporting
Disseminates Field Service Policy and Procedures, maintains team dashboard and metrics, and adheres to team inventory and depot audit schedules

Benefits

We prioritize on-site teamwork because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry.
For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.
Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19.
In some locations, testing for COVID-19 may be available and/or required.
Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do.
We welcome people with the imagination and drive to help us reinvent the future of healthcare.
At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture.
Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.