Field Service Engineer Lead, DS (Diagnostics Solutions)

Job Description Summary 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. Why join us? A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. 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 health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place. Become a maker of possible with us! The Field Service Engineer Lead (FSE Lead) will support our vision to become the partner of choice for customer focused solutions by using their experience to effectively resource, plan and deliver field service in the country. They will provide operational oversight on field activities to ensure efficiency is at the heart of our service delivery, maximizing the customers experience. The FSE Lead supports the Service Manager Operations, acting as a conduit between the field, office, and management functions in ensuring operational activities across the field service team are conducted optimally. They will use their experience to coach other field engineers particularly around systems and process compliance also acting as a mentor to incoming members of the team. Work Location – Durban, KwaZulu-Natal. Main Responsibilities: Alignment of the Technical Support strategy: Develop approach to implement plans in support of technical support strategies by ensuring continuous improvement of customer satisfaction. Implements and manages service agreements and sellable service offerings to customers. Responsible for measuring service performance and effectiveness of services provided. People Management: Supervise Field Service Engineers, monitor their performance, provide guidance and support for all functional aspects (technical, interpersonal, and commercial aspects). Reviews and recommends training requirements for BD and Distributor FSA’s/FSE’s to meet install base requirements. Field Operational Management: Manages territory of instruments performing repair, maintenance, installation & upgrades. Systems and process exemplar (SMAX), leading compliance across team and conducting training on service processes. Supports development of service and process capabilities of local BD and distributor field service team. Supports rollout of FCN’s, ensuring accurate completion and reporting results to relevant collaborators. Preparing all collaborators for rollout of hardware/software upgrades in field. Responsible for daily field technical service operations, for monitoring capacity and workload, for assigning territories, and for measuring compliance to customer service level agreements. Ensure implementation of escalation process defined by the Service Manager Operations. Provide technical support to customer, by investigating, diagnosing, and trouble-shooting customer problems remotely, or if necessary, raising to expert team for support. Provide on-site technical support for customers in a specifically predefined territory according to Service level agreements. This includes installation, testing and qualification, repair and maintenance of BD instruments. Provide leadership on technical projects within their territory to guarantee the efficient and successful implementation. Budget management - Plan, manage, develop, and monitor revenue budget, forecast financials about headcount, instrument spare part consumption & inventory, capital expenditures, operating supplies and labor for the region in order to meet the regional targets by driving productivity, eliminating redundancy and improving the leverage from existing capabilities. Review and analyze Technical Service operations and performance, institute necessary changes to ensure productivity & cost control. Functional Administrative Task: Manage personal and team related administration, as required by the company and the Service Manager Operations E.g. Travel Approvals. Accountable for the data quality, timeliness and accuracy install base in service max. This role expects at least 70% time to be used in regular field service activities, up to 30%-time team management. About You Bachelor’s university degree is preferred electrical, mechanical, or biomedical. 3-5 years’ work experience working on Lab Automation / Diagnostics instruments. Proficient in Microsoft Office advance level Strong problem-solving skills Ability to work in a matrix organization. Ability and willingness to undertake regular travel within South Africa and outside South Africa when necessary. Being accountable & responsible as being a member of a wider BD team, providing solutions and introducing corrective actions when needed. Going above and beyond to meet customer needs, always maintaining can-do attitude, proactively responding to customer feedback, and offering solutions, demanding excellence in all service provision. Results driven and committed towards goals. Consistently strives to achieve challenging goals and objectives whether individually or through others. 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. To learn more about BD visit: https://bd.com/careers Primary Work Location ZAF Durban - Pinetown Additional Locations Work Shift BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.