Job Description Summary

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

The Senior Service Manager, Lab Automation role leads a dynamic, multi cross-functional team, ensuring the sustainable execution of programs and services within a matrixed capital service organization. This role oversees the activities of field service representatives in an assigned district, driving customer satisfaction and profitability.

Key responsibilities include project and account management, business operations, and service training and education. The Senior Service Manager plays a pivotal role in business planning, process optimization, and program development, while managing service operations across multiple products. Acting as the primary liaison for field service engineers (FSEs) to senior leadership, this position proactively identifies challenges related to internal policies, procedures, and technologies, developing effective solutions and strategic alternatives. This field-based role must be based in either of these locations Chicago IL, Detroit MI, Nashville TN, or Kansas City MO.

Job Responsibilities

Leadership

• Drive operational excellence within a complex organization, supporting commercial growth objectives.
• Engage with field teams, customers, and clients to understand their goals, challenges, and opportunities for added value.
• Communicate service-oriented business goals, monitor progress, assess risks, and implement strategies for successful service delivery.
• Oversee people management processes, including recruitment, training, performance evaluation, cost management, and professional development.
• Identify high-potential employees and provide growth opportunities to enhance visibility within the organization.

Customer Centricity

• Manage key district accounts, ensuring high customer satisfaction and team morale through frequent field visits and direct engagement.
• Strengthen long-term customer relationships by tracking key performance indicators (KPIs) such as Mean Time to Repair, Response Time, and On-Time PM Delivery.
• Advocate for customer needs across BD, ensuring solutions align with their expectations.
• Represent the customer’s voice in regional commercial functions, including Sales, Service, and Marketing.

Operations

• Utilize global best practices and tools to support program expansion and optimization, including inventory management, dashboards, and labor models.
• Maintain service certification records for employees and third-party service providers.
• Ensure accurate and efficient distribution of service reports, recommending improvements where necessary.
• Identify and prioritize efficiency initiatives and process improvements.
• Implement enabling technologies for field service teams, ensuring compliance with service data standards.
• Manage customer escalations with timely resolution and clear communication across stakeholder groups.
• Represent the service organization in product launch teams, defining service criteria, training requirements, and workforce enablement strategies.

Financials & P&L Accountability

• Oversee departmental budgets and expenditures.
• Develop and maintain trunk stock strategies for spare parts inventory.
• Lead a team of field service representatives, ensuring financial performance, expense management, and service delivery efficiency.
• Drive service contract retention, revenue growth, and competitive intelligence gathering.
• Support service contract sales efforts, providing insights on win/loss trends and competitive threats.
• Contribute to annual operating plans, including revenue forecasting, investment planning, and budget management.
• Ensure high levels of quality, accuracy, and process consistency in service planning efforts.

Experience and Education

• Bachelor’s degree in Business, Sciences, or a related field required.
• At least 10 years overall experience in a similar role, with at least 3 years supervisory experience with demonstrated strong leadership and people-management skills.
• Must possess and maintain a valid driver's license and a past clean driving record for a minimum of 3 years, as well as meet BD's auto safety standards.
• Must be able to travel 40%-60% or more to participate in customer meetings, field service team discussions, and ride-alongs.

Skills and Knowledge

• Ability to forecast major milestones, delegate tasks, and build effective teams in a matrixed organization.
• Knowledge of FDA regulations and company quality system procedures.
• Proficiency with MS Office tools such as Excel, PowerPoint, Word, Outlook.
• Ability to work in a geographically diverse and matrixed business environment.
• Strong leadership, communication, and relationship-building skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.

Preferred qualifications

• Master’s degree preferred.
• Preferred experience working in a clinical and or research lab setting, medical device, lab automation, healthcare industry. Familiarity with automated workflows, robotics, and software used in lab environments an asset.
• Proficiency with Power BI, Salesforce or ServiceMax an asset.

At BD, we prioritize on-site collaboration 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.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

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 health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. 

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At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

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