Director of RxA National Field Service

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee all U.S. field service operations for BD’s Pharmacy Automation portfolio.

• Direct the installation, upkeep, repair, and enhancement of pharmacy automation and dispensing solutions.

• Convert service transformation strategies into actionable plans within the U.S. field service organization.

• Propel operational readiness and field execution for pharmacy automation products and their connected software solutions.

• Spearhead national service initiatives, cross-training efforts, skill enhancement, and capability development.

• Integrate Voice of the Customer (VOC) insights, service metrics, and digital analytics into daily operations.

• Guarantee timely and high-quality service delivery, maximizing uptime, reliability, and product functionality.

• Act as a senior point of escalation for intricate customer issues.

• Partner with product and engineering teams on serviceability, future designs, and product launches.

• Oversee deployment, scheduling, workforce planning, service quality, compliance, and ongoing improvement.

• Standardize operational practices in the U.S. and enhance technician capacity, parts availability, tool readiness, and field efficiency.

• Track performance through KPIs, dashboards, and analytics, driving necessary corrective actions.

• Lead, mentor, and cultivate field service managers, supervisors, and technicians.

• Implement training, certification, and cross-skilling initiatives.

• Develop succession plans and talent pipelines.

• Manage the national field service budget and provide operational and financial insights to the VP.

• Identify opportunities for cost-to-serve reduction while upholding service quality.

• Support revenue-generating service programs.

• Collaborate with Sales, Marketing, Product Management, R&D, Quality, and Global Service leaders.

• Assist in product performance enhancements, serviceability improvements, new product launches, adoption, and customer onboarding.

⛳️ Requirements

• Bachelor's degree in engineering, business, healthcare technology, or a related field is required.

• A minimum of 10 years of progressive leadership experience in field service operations, ideally in medical devices, healthcare technology, automation, or complex hardware/software systems.

• Proven success in leading large, distributed field teams within a regulated environment.

• Experience in service transformation initiatives; proficiency in digital tools, analytics, automation, or workflow optimization is highly preferred.

• Strong financial insight with experience in managing operational budgets and contributing to service P&L performance.

• Proficient in change management and navigating matrixed organizations.

• Familiarity with Lean, Six Sigma, or continuous improvement methodologies.

• Exceptional skills in communication, influence, and relationship building.

• Willingness to travel within the U.S. as necessary.

🏝️ Benefits

• Opportunities to learn, grow, and thrive in a supportive culture.

• In-person collaboration that fosters learning, progress, and success.

• Commitment to equal opportunity employment.