Team Lead, US Service Logistics and Planning

Becton Dickinson Medical Devices•San Jose, CA

7d•Hybrid

About The Position

Waters Biosciences is seeking a Team Lead, US Service Logistics and Planning to support service parts order management, inventory planning, and logistics operations while helping drive team performance, operational excellence, and customer satisfaction. As Team Lead, US Service Logistics and Planning, you will support the Team Manager and Waters Biosciences leadership team by providing day-to-day guidance across logistics and planning operations in support of our field service teams. You will coach and develop associates, reinforce processes and policies, support compliance, and ensure consistent execution across customer-facing service activities. In addition, this role includes hands-on operational responsibilities to support daily business needs and maintain service continuity. In this role, you will drive strong team engagement and accountability, deliver consistent KPI performance, and ensure a high-quality customer experience through effective escalation management. You will also play a key role in improving parts availability, optimizing inventory levels, and reducing backorder cycle times through close collaboration with service planners, buyers, master data teams, and warehouse associates. This position is based onsite in Montecito, California, and follows a hybrid schedule of four days in the office with remote work on Fridays.

Requirements

High school diploma required.
Minimum of 5 years of experience in customer service, logistics coordination, inventory planning roles.
Strong proficiency with Microsoft Office Suite (Word, Excel, Outlook) and general computer skills.
Highly detail-oriented with a strong focus on accuracy and quality.
Strong organizational skills with demonstrated ability to prioritize tasks and manage time effectively across multiple requests.
Excellent written and verbal communication skills, with strong interpersonal abilities and the capacity to collaborate effectively across teams and engage professionally with stakeholders.
Proven ability to thrive in fast-paced, customer-focused environments while managing competing priorities.
Experience working with ERP systems such as Oracle or SAP.

Nice To Haves

Higher education level preferred.
Familiarity with medical device industry regulations and compliance requirements is preferred.
Demonstrated ability to coach and mentor team members, fostering professional growth and continuous development preferred.

Responsibilities

Support the Manager in providing strong day-to-day leadership through ongoing coaching and mentoring.
Promote and reinforce the culture and values of Waters Biosciences.
Support complex projects, as directed by management, that improve team and organizational performance.
Promote a safe work environment and ensure compliance with applicable policies and procedures.
Lead root cause and corrective action efforts for key business issues, provide peer coaching on errors, and share performance-related feedback and concerns with the Manager.
Contribute to the development of team goals and objectives and provide routine updates on individual goals and assignments as required by management.
Represent the team in the Manager’s absence on organizational matters.
Participate in the development of associate and team KPIs, KDGs, and Kaizen initiatives.
Lead service parts planning activities, demand forecasting, and inventory optimization efforts, coordinating closely with buyers and regional planners to ensure parts availability.
Support parts order administration, dispatch, and logistics specialists in delivering timely responses to internal and external customers and stakeholders.
Partner across teams within and outside the service organization to deliver a best-in-class customer experience.
Work with district service managers, district team leads, district and national technical specialists, and logistics specialists to resolve spare parts escalations and drive continuous improvement projects.
Lead the dispatch team to maintain timely dispatching and efficient workflows across ServiceMax, SAP, and other required systems.
Identify opportunities for change initiatives and partner with management to escalate them for implementation.
Support daily cross-functional logistics and planning reviews and align with stakeholders on priorities and actions.
Build strong cross-functional relationships across the Life Sciences organization to improve efficiency and streamline operations.
Drive and support backorder fulfillment and single- and double-swap processes, including HTS and similar workflows.
Partner with district service managers, district team leads, district and national technical specialists, and field service engineers to strengthen customer relationships and align on the shared goals.
Promote customer satisfaction through clear communication, professionalism, and behaviors that build customer confidence.
Support the management team in establishing a strong cross-functional operating cadence to keep customer experience a priority and escalate delays when needed.
Handle challenging customer situations when assigned, using strong customer management and de-escalation skills to protect satisfaction.
Assist in training and continuously coach the team to improve customer communication and overall satisfaction.