Regional Service & Support Manager

Job Description Summary Seeking an experienced and qualified Regional Service & Support Manager to join our team in Melbourne.
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.
Job Description Summary
The Regional Service and Support Manager is responsible for delivering pre-sales and post-sales support to improve customer experience. Managing a team of highly technical Field Service Technicians, Installation Technicians and Application Field Engineers to support BD MMS products in assigned territory, the role will work with PMO to deliver large healthcare projects in both Hospital and retail Pharmacy sector and deliver on agreed SLA and BD service delivery KPIs.
Responsibilities:
Managing team of Field service technician and Installation Technicians for BD MMS products in assigned territories.
Effectively manage relationships and communications with project stakeholders, including customers and delivery teams across ANZ
Drive all technical, application, installation and training elements of MMS (Pyxis, ROWA) product implementations to meet project timelines and established revenue objectives which may involve hands on approach at times.
Manage GCS VIC, SA, WA Service operations and deliver services to MMS customers in these regions.
Communicate and report service KPI’s, timelines, impacts and implications to project team members, stakeholders and staff.
Perform customer facing SLA reviews as per agreed service contracts.
Work with Project management team to develop robust and achievable project plans and manage the delivery of quality project deliverables.
Ensures project is delivered within approved budget, schedule and meets quality standards.
Develop Process for assigned territories for service deliveries to meet BD’s QMS system.
Responsible to deliver on agreed SLA / KPI’s for BD MMS customers in WA.
Works collaboratively with all stake holders within BD.
Works independently with minimal guidance.
Usually determines own work priorities.
Acts as a resource for colleagues with less experience.
Preferred Requirements:
Service and Operations management experience is must.
Strong previous working knowledge of large Healthcare or Healthcare IT Projects is desirable.
Process re-engineering.
Project Management experience would be advantageous.
Possess a good Technical and Business ability within the Healthcare or Healthcare IT Sector.
Degree qualified in a relevant discipline.
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
Travel requirements:
The role will require travel across VIC, SA, WA in support of colleagues & customers as required. Travel to meetings, training courses and conferences will be necessary from time to time.
Click on apply if this sounds like you!
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.
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Primary Work Location AUS Melbourne
Additional Locations AUS Sydney - North Ryde
Work Shift