Job Description

SummaryWhy 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, youll 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!About the roleThe 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 their country. The FSE Lead provides 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. Bringing a wealth of experience and organizational capability, the FSE Lead will engage with Service Manager Operations in supporting efficiencies for example; proposing training requirements of the team, supporting the rollout of Field Corrective Notices, upgrades and the Preventive Maintenance distribution always ensuring experiential opportunities sought to support the development of FSEs. The FSE Lead 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 - Johannesburg, Gauteng.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 FSAs/FSEs 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 FCNs, 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

• Bachelors 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.
• Proficient in English (reading, writing, verbal) - Ability to communicate effectively, considering the comprehension levels of parties to whom the communication is addressed.
• 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.
• Ability to be flexible and agile in keeping up with customer needs; is on the cutting edge of defining their next level of expectations and working to exceed them.
• 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.
• Proactively builds knowledge and skills of self and others, to increase value/contribution to the company and to ensure personal and professional growth.
• Results driven and committed towards goals. Consistently strives to achieve challenging goals and objectives whether individually or through others.
• Ability to identify and initiate working relationships and to develop and maintain them in team environment and in relationships with various collaborators. Work optimally with others, be an active contributor and support other team members.

Primary Work Location ZAF SandtonAdditional LocationsWork Shift

BD