Job Description Summary
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.
About Medication Management Solutions (MMS)
With thousands of medications making their way to patients all over the world every day, the medication management process can become extremely complex, with a high level of expertise needed to keep everything running smoothly.
Using proven technologies, we help lower costs, improve patient safety and better enable clinicians to deliver the right care at the right time.
We put a big focus on improving nurse productivity and increasing time for patient care. With our technical capabilities, we’re able to manage multiple systems and our operational capabilities enable us to have medications available when and where needed, reducing inefficiency and waste for nursing and pharmacy teams.
About the role
As part of our Global Customer Services (GCS) department, the Director Customer Service Operations Europe manages all aspects of Service delivery for BD Medication Management Solutions (MMS) in the region.
The scope includes both the direct operations by BD employees and subcontractors, as well as the operations through our distributors in Eastern Europe.
In this role, you will manage 6 Customer Service Leaders across Europe as well as 1 Manager, Service Support Operations Europe and will oversee a team of 130 employees in total.
g. Contracting / pricing, value propositions, consulting etc.) supporting MMS strategy,Lead strategic development of operational requirements, process and technology, to deliver key service outcomes for customers,Propose changes to increase effectiveness of our Service execution,Lead continuous improvement initiatives across the organization,Identify leverages across the organization.
Primary role responsibilities
Ensure timely execution per agreed Service Level Agreements of all Support activities such as Scheduled Preventive Maintenance, Repair, Hardware & Software Upgrades and Field Service Corrective Actions.
You have extensive experience in leading a service organization across Europe in a similar organization (size, matrix environment, high-level of complexity).
You also have an established track record of exceeding targets, KPI’s SLA’s, in a quality led and regulated environment.
Your strong strategic thinking enables you to bring new Service solutions and a fresh look at the existing organization.
Highly energetic, enthusiast and collaborative, you are known for establishing strong relationships & building support network with the Regions, Businesses and Functions.
You are skilled at engaging with people at all levels and influencing decisions in a matrix environment. An engaged leader, you bring teams together around the same purpose in a constantly changing environment.
Other key attributes include :
Experience of Medical Devices would be a plus, but we are open to candidates coming from other industries who offer technical products with services such as home appliances, etc.
This role can be based anywhere in Europe (except Switzerland), preferably in Germany, Austria, France, Belgium or United Kingdom.
If this describes you and your aspirations, then please click on the APPLY button.