Global Product Support Manager

Job Description Summary
Job Description
Global Product Support Manager
The Becton, Dickinson and Company (BD) Life Sciences, Diagnostics Systems sector is seeking a Global Product Support Manager to join our team of talented and diverse individuals. The qualified individual will become part of the Global Technical Services (GTS) organization located in Sparks, MD.
Reporting to the Director of Global Product Support, the Global Product Support Manager is accountable for leading and developing a Service Engineering team consisting of System Support Specialists (SSS) serving as the technical subject matter experts for assigned medical diagnostic system instruments and software, ensuring service readiness and product life cycle management to meet all functional and business objectives across the Women's Health & Cancer (WH&C) and Informatics platforms.
Roles and Responsibilities: The general nature and level of work being performed by the associate assigned to this job are listed below. Not intended to be an exhaustive list:
Leadership member representing the Service function on the WH&C and Informatics cross-functional business platforms teams
Developing an annual strategic revenue 3-year Service Engineering department budget aligned to WH&C and Informatics platform strategic imperatives
Report out responsibility to BD Leadership Team members on product health and service delivery metric key driver goal status
Coaching and motivating the SSS's to deliver exceptional Service function representation on new product development and sustaining engineering core teams, including: design for service, product health and service delivery metrics, timely and verified documentation, and regional service readiness at launch
Building and delivering compelling business cases that Influence the platform leadership teams to invest in service related continuous improvement and sustaining engineering program activities that will enhance the customer experience, decrease cost to service, and improve service delivery
Supporting SSS's to design comprehensive customer support strategies, service procedures and manuals for their product lines
Ensuring the SSS's develop tools, spare parts and documentation necessary to assist during product installation, maintenance, troubleshooting and repair
Soliciting and integrating voice of region input via regional service leaders, field service engineering and application specialists to ensure alignment with GTS strategy
Providing organizational redesign recommendations that support our one Life Sciences Service vision
Inspiring effort, developing talent, and succession planning across the Service Engineering team
Leading and facilitating change management workouts across business process initiatives
Advancing Global Product Development System excellence initiatives across the WH&C and Informatics platforms
Driving customer-centric accountability and People, Process and Product execution across our Global Product Support Playbook
Championing product security requirements and employee health & safety adherence
Qualifications Education, Experience, and Travel:
Bachelor's degree in related engineering, technical, business or scientific discipline
Minimum 5 years of experience managing people and teams
Occasional business travel required 15% of time
Preferred Qualifications:
Bachelor's degree in Mechanical, Electrical Engineering, Computer Science, Information Technology/Information Systems, Business Administration, or related scientific discipline
Master's or advanced degree in related field desirable
Experience managing a team within Service Engineering, Research or Product Development, Quality Engineering, Field Service, Technical Support, Product Management or related area highly preferred
Experience with hardware and software systems integration, preferably with medical devices or complex medical instrumentation in a Health Information Technology (HIT) role
Basic aptitude of network topology and understanding of the network interactions between routers, switches, and firewalls
Experience supporting or leading field service engineering and applications personnel
Experience implementing product or software development projects within a highly matrixed organization
Continuous improvement leadership with certification as a 6 sigma black or green belt, or lean leader
Project Management experience with PMP Certification desired
The Successful Candidate will possess the following Competencies:
Innovative ideation: ability to generate novel ideas for defining, implementing and bringing to market new solutions
Cross-functional project leadership: possesses the skills, knowledge and aptitude to engage, influence, and at times direct other functions involved in the development of the assigned product project
Managerial: ability to coach and manage teams effectively to meet organizational goals
Execution: advances long-term growth while consistently meeting or exceeding near-term business performance expectations
External Focus: ability to assess the competition, and anticipate the needs of customer and external stakeholders, to deliver customer-focused solutions that improve brand image and loyalty
About BD
BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. The company supports the heroes on the frontlines of health care by developing innovative technology, services and solutions that help advance both clinical therapy for patients and clinical process for health care providers. BD and its 65,000 employees have a passion and commitment to help improve patient outcomes, improve the safety and efficiency of clinicians' care delivery process, enable laboratory scientists to better diagnose disease and advance researchers' capabilities to develop the next generation of diagnostics and therapeutics. BD has a presence in virtually every country and partners with organizations around the world to address some of the most challenging global health issues. By working in close collaboration with customers, BD can help enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care. In 2017, BD welcomed C. R. Bard and its products into the BD family. For more information on BD, please visit bd.com.
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
Primary Work LocationUSA MD - Baltimore
Additional Locations
Work Shift

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