Job Description Summary

The Escalation Coordinator plays a critical role in ensuring timely and effective resolution of complex service and support issues within our Diagnostic Science Products. This position serves as the central point of contact for escalated cases, coordinating across technical support, field service, engineering, and quality teams to resolve issues that impact patient care, regulatory compliance, or customer satisfaction.

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. 

Position Overview

The Escalation Coordinator plays a critical role in ensuring timely and effective resolution of complex service and support issues within our Diagnostic Science Products. This position serves as the central point of contact for escalated cases, coordinating across technical support, field service, engineering, and quality teams to resolve issues that impact patient care, regulatory compliance, or customer satisfaction.

Key Responsibilities

• Handle and prioritize raised service and support issues with key collaborators.

• Lead internal and external meetings with cross-functional teams to form action plans and drive resolution of raised issues.

• Collaborate with cross-functional teams including Field Service Engineers, Technical Support, Product Engineering, Marketing, Sales and Quality Assurance to drive resolution.

• Ensure customer concerns are documented accurately, including root cause, corrective actions, and resolution timelines.

• Communicate optimally with internal team members and external customers.

• Supervise customer concern trends and identify recurring issues to support continuous improvement initiatives and change initiatives.

• Maintain compliance with industry regulations in all customer concern handling and documentation.

• Develop and refine customer concern workflows and SOPs to improve response times and resolution quality.

• Provide regular reporting on critical issue metrics, resolution performance, and customer impact.

• Support training efforts to reduce future customer concerns and improve frontline troubleshooting capabilities.

Required Qualifications

• Associates degree related to technical service, healthcare, medical sciences or equivalent 3 to 5 years of experience.

• Strong understanding of medical equipment functionality, service protocols, and regulatory requirements.

• Excellent communication and interpersonal skills, with the ability to handle sensitive and high-pressure situations.

• Proficiency in service management tools (e.g., Salesforce, SAP, ServiceMax).

• Strong analytical and problem-solving skills with attention to detail.

Preferred Qualifications

• Familiarity with FDA regulations, ISO standards, and healthcare compliance frameworks.

• Certification in project management or process improvement (e.g., PMP, Lean Six Sigma).

• Experience supporting hospital systems, clinical environments, or biomedical teams.

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 Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

Required Skills

Optional Skills

.

Primary Work Location

USA MD - Sparks - 39 Loveton Circle

Additional Locations

Work Shift

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.

Salary Range Information

62 300,00 $ - 102 800,00 $ USD Annual