As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose

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

Join a high-impact leadership role where you'll continue to shape the success of a field service organization, develop talented service professionals, and drive exceptional customer outcomes.

As a District Service Manager, you will lead and inspire a team of Field Service Engineers and Specialists across a defined territory, fostering a culture of accountability, continuous improvement, and customer focus. Working closely with cross-functional partners and senior leadership, you will influence service strategy, enhance operational performance, and help deliver innovative solutions that support customers and business growth.

In this role, you will evaluate complex operational, technical, and business challenges, applying sound judgment and data-driven decision-making to develop effective solutions. You will serve as a trusted advisor and coach to your team, supporting the resolution of technical and customer-facing issues while ensuring service objectives are achieved. The Service District Manager is accountable for managing operational budgets, workforce planning, schedules, resource allocation, and performance expectations to drive operational excellence and business results.

This field-based leadership position offers the opportunity to make a visible impact while coaching and developing high-performing teams in a dynamic, customer-facing environment. The role must reside within the district, preferably in Minneapolis MN, Chicago IL or Denver CO, and be willing to travel up to 50%.

Job responsibilities: 

Leadership

• Conducts frequent in-field/in-person visits to supervise completion and coordination of scheduled service activities to evaluate Field Service Representative (FSR) performance, morale, customer management/service skills, and technical proficiency. Travels with each Field Service Representative (FSR) on the team at least 2 times/year.
• Coordinates regularly scheduled one-on-one meetings with FSRs and monitors ongoing team dynamics. Recognizes and responds early to morale or dissatisfaction issues to drive a high level of retention of skilled Field Service Representatives (FSR). Avoids unfortunate FSR departures through the development of team relationships, provides access to BD opportunities, provides support of individual career goals, and on-going operational support.
• Supports FSR development through mentorship, guidance, and training. Completes frequent in-person visits, ride along and in-person observation. Identifies training requirements and recommends classes, seminars, and internal training as needed.
• Provides ongoing positive reinforcement and feedback to improve FSR performance. Ensures FSR team has the tools, technologies, and access required to support their execution of daily operations.
• Responsible for recruiting, retaining, and developing a high-performing team of Field Service Representatives (FSR). Provides guidance and mentorship and leads by example to establish excellence in execution and performance.
• Carries out Human Resource management responsibilities, including hires, job assignments, termination and promotion recommendations, transfers, salary actions, and the development and delivery of performance reviews.

Customer Centricity

• Manages in District Key account customers.  Accountable for district net promoter score, customer satisfaction levels, and team morale through frequent travel into the field, participates in customer in-person meetings, field service team meetings, and ride-along.
• Drives a superb customer experience and long-term relationship retention with BD customers by monitoring and delivering on key performance indicators.  (Key performance indicators include but are not limited to Mean Time to Repair, Response Time, and On-Time PM Delivery)
• Completes a minimum of 12- 25 in-person customer visits/meetings per year

Operations

• Accountable for district operations and performance. Implements operational objectives and assignments. Develops short-term field service tactical plans and execution.
• Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets. Ensures adequate resources are provided.
• Accountable for service inventory management, levels, and utilization within the district.
• Actively participates in developing service technical training class schedules and the effectiveness of the classes.
• Delivers presentations during Service Leadership team meetings on specified topics of importance to service efforts.
• Participates actively in assigned projects and communicates project status, progress, problems, and procedures to their manager or project team leader.
• Keeps tabs on the U.S. regulations affecting own area of supervision/management and aligns with those regulations. Initiates change to BD practices and procedures to support compliance requirements.  Communicates the need for compliance to members of own functional area.  Brings regulatory compliance questions/issues to the attention of the next management level.
• Supervises goals, objectives, and resources and establishes mechanisms to review and improve Key Performance Indicators (KPIs) to ensure service and financial targets are met
• Ensures Environmental, Health, and Safety (EH&S) training by facilitating safety awareness program development and implementation. Ensures EH&S policies and procedures are followed through education and training.  Discusses and documents pertinent EH&S topics at staff meetings.

Participates in EH&S programs.

• Performs other related duties and assignments as required

Education and Experience Required:

• Bachelor’s degree required, with technical discipline preferred.
• Minimum 10 years of field service, service operations, customer service delivery, or related experience, including 3 years of leadership experience managing, coaching, mentoring, and developing field-based service or customer-facing teams.
• Proven experience leading service operations in a fast-paced, customer-centric environment.
• Medical device industry experience strongly preferred.

Knowledge and Skills Required:

• Proficiency with Microsoft Office Suite, including Word, Outlook, Teams, PowerPoint, and Excel.

   

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?

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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

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 reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information