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Senior Director, Biosciences Global Services & Value Generation

Apply Now Job ID R-330912 Date posted 03/19/2019

Job Description Summary

Job Description

The Senior Director of Global Services & Value Generation is responsible for creating, developing and implementing the global Biosciences Technical Service Strategic vision.  This individual will lead a team to ensure that the Life Sciences Technical Services organization is an integral part of driving Biosciences business imperatives.  

Works with other Regional Technical Service Directors, cross functionally, to ensure the Global Service Organization meets business and customer requirements.  Establishes and implements strategies to support BDB business and service revenue growth, optimize service profit, and improving the customer experience.  Establishes, implements, and maintains "best practices" in service management.  It is a direct report position to the Vice President of Life Sciences Technical Services and dotted-line reporting to the President of Biosciences Systems.

The Global Service & Value Generation organization drives to be positive differentiating factor in customers’ decisions to purchase Cell Analysis products and adopting solutions.  Technical Services is a critical source of revenue for the business. This role has direct oversight for Service Engineering, Service Marketing, Customer Experience, Service Quality, Spare Parts Planning, and Spares Repair strategy.

This leader will ensure that service operational data, and the voice of the customer are integrated into the product portfolio decisions.  Execute analytics that drive global business results through regional commercial partners in achieving service excellence.   Create and mobilize information to enhance customer and employee knowledge. 

Duties and Responsibilities:

  • Responsible for the Development of the Global Service Business vision, mission, strategies and financial and non-financial objectives to ensure that Biosciences Service Business is positioned as a value added and differentiating factor in our customers’ purchasing decisions. Integrates the services value propositions with the Clinical and Research product Solutions.
  • Create the BDB support strategy for effective alignment across global service operations.   The development of global service strategies will strive to eliminate service gaps, and to assure high quality service and support for new and existing product platforms.
  • Influence and prioritize service requirements and customer voice within the Research and Clinical  Product teams.  Manage Service Portfolio at Product Reviews and create service cost estimates for business decisions.  Quantify customer impact in all key decisions
  • Leads the improvements on Product Serviceability, Remote Service development, and Predictive service utilizing a multitude of processes and tools such as BD's Global Product Development Systems (GPDS), Structured Development Process, Voice of the customer, and Voice of the Business, Project Management and Design for Six Sigma.
  • Oversees management and development of WW service strategies to eliminate service gaps, and to assure high quality service and support for new and existing product platforms.
  • Works with Regional Service Business leaders to develop and control worldwide/Regional Service Business budgets.  Oversees the coordinated development of Regional Service capital and expense budgets.  Reports Service the P&L, revenue, expenses and headcount, as appropriate.
  • Responsible for worldwide Service Demand Modeling, processes, and tools.
  • Strong focus is required to drive Service Value with timely and agile collaboration with all Service regions.  This role will provide a single decision-making point for global services strategies.
  • Support global services to comprehend its business with data backed evidence and provide business insights to BDB leadership.
  • Utilize data driven insights to keep the customer at the forefront of BDB.
  • Effectively interface with Global Marketing, R&D, Supply Chain, and IT units to meet strategic and operational objectives.
  • Identify and implement 'best practices' for medical device "service" industry.
  • Support the product development process.  Support, lead and exemplify the key organizational initiatives.
  • Maintain and improve HQ Service operations in support of WW service initiatives.
  • Work with key and critical accounts, when necessary, presenting service solutions to maintain business during product performance issues.
  • Effectively work with cross-functional team to ensure 'total value proposition' is delivered to customers.
  • Develop and mentor Service Leadership staff to effectively carry out business plans.
  • Develop organizational processes to ensure Talent Management.
  • Performs other related duties and assignments as required.


  • Working knowledge of life sciences space, especially pertaining to customer expectations for technical service and global support.
  • Demonstrates “customer centricity” by combining first-hand customer experiences with deep, fact-based insights.  Anticipates and addresses customer needs as the first priority of the organization.  Stays ahead of customer and market trends.
  • Champions new ideas to drive growth in the core business and in new opportunity areas.  Through constructive challenge, stimulates others to propose breakthrough approaches.  Demonstrates ambidexterity-the ability to achieve longer-term innovation while delivering short-term results.
  • Thinks globally and acts locally.  Not biased towards the priorities of the local team.  Understands and works to improve the effectiveness of the matrix-businesses, geographies and functions.  Highly collaborative when working both within and beyond the BD organization.
  • Achieves competitive advantage by proactively recognizing customer, market and technology trends and developing clear and compelling business strategies.  Anticipates and counters competitive threats.  Avoids being in a reactive mode versus competitors.
  • Understands that BD can achieve growth and expand our relevance by addressing unmet societal needs while creating economic value.  Engages external experts and key opinion leaders to develop “domain expertise” in areas where BD’s core competencies can be aligned to achieve shared value creation.
  • Advances long-term growth while consistently meeting or exceeding near-term business expectations.  Leads operational initiatives by ensuring strong teamwork and process effectiveness.  Understanding the need to drive growth and operating efficiency simultaneously.
  • Attracts, develops and retains a diverse team that reflects the marketplace, customers, communities and talent pool.  Creates and sustains and inclusive culture where diverse ideas, backgrounds, and experiences and perspectives are valued.  Sustains an environment where constructive challenge, diverse perspectives and debate are encouraged.
  • Establishes an “A” team of highly talented, motivated and capable associates who advance the leadership bench strength of the Company.  Considers talent development to be the most important factor determining the long-term success of the Company.
  • Highly effective financial management, organization and planning skills
  • Highly effective presentation and meeting management skills.


  • Requires a BA/BS and ten years of successful management experience in the medical device service industry or equivalent combination of related education and experience.  
  • MBA is preferred.
  • Must be willing to travel to global service locations and to customer sites up to 50% of the time.

Primary Work Location

USA CA - San Jose

Additional Locations

Work Shift

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