Service Operations Manager Anz

2 months ago

Macquarie Park, Australia BD Full time

**Job Description Summary**: We are looking for an experienced and passionate leader with a demonstrated history of developing high-performance field service teams within the medtech industry

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.

**Job Description Summary**

The Service Operations Manager ANZ will lead a team of dedicated field service engineers across Australia and New Zealand to drive a high level of service to customers for our Medication Management Solutions product range of Infusion Pumps, BD Pyxis and BD Rowa. Your leadership will be crucial in driving a continuous improvement mindset, efficiency in operations and cultivating a culture of excellence.

**Responsibilities**:

- Managing Operational Leads from each region and operational teams. Provide mentorship, guidance and direction for each Operation Lead and their teams.
- Effectively manage relationships and communications with critical stakeholders, including customers, account managers and leadership team
- Drive all operational elements of MMS (Pyxis, ROWA, Infusion) service business and established revenue objectives which may involve hands on approach at times.
- Communicate and report service KPI’s, timelines, impacts and implications to key stakeholders and staff.
- Work with Project management team to develop robust and achievable project plans and manage the delivery of quality project deliverables.
- Work closely with ANZ Service Technical Manager to drive desirable business outcomes including installation commitments, service satisfaction and contract KPI’s.
- Work closely with international teams to gain support, guidance, and prompt escalation resolution.
- Support Development of Process for assigned territories for service deliveries to meet BD’s QMS system.
- Help drive accuracy of data, install base details and records.
- Support spare parts awareness and ordering requirements for the business.
- Support efficiencies and cost saving initiatives.
- Works collaboratively with all stake holders within BD.
- Works independently with mínimal guidance.
- Usually determines own work priorities.
- Acts as a resource for colleagues with less experience.
- Holds appropriate licensing to support Business Electrical Contractors License and maintains existing personal license (minimum restricted electrical license for fixed wiring 230/415V)

**Preferred Requirements**:

- Bachelor’s degree or equivalent job role experience
- 4-6 years’ management experience
- Service and Operations management experience is must.
- Strong previous working knowledge of large Healthcare or Healthcare IT service support is desirable.
- Process re-engineering.
- Possess a good Technical and Business ability within the Healthcare or Healthcare IT Sector.
- Strong stakeholder management to meet business expectations.
- Excellent written and verbal communication skills, the ability to lead Field service teams and various working groups from BD, Customer and external Vendors.
- Customer service-oriented
- Multi-task oriented
- Self-starter; able to work alone and as part of a team.
- Professional image
- Detail-oriented, organized, and creative.
- Excellent communication, collaboration, and negotiation skills
- Excellent presentation skills
- Excellent organisational skills

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.

**Primary Work Location**: AUS Sydney - North Ryde

**Additional Locations**:
**Work Shift**:

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