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
The Director, Global Service Operations Excellence will be responsible for:
Driving service value capture initiatives across cost productivity, and install-base optimization.
Establishing and advancing standardized global operating mechanisms for Biosciences service operations to promote consistency, scalability, and adherence to regulatory requirements as well as company quality policies and procedures.
Defining and owning the global service strategy to consistently deliver exceptional and measurable service performance at all Biosciences service touchpoints. This also involves collecting best practices from various regions and applying them on broader scale while considering local differences.
Leads the charge in transforming service data into valuable business insights by developing of global reporting, analytics, and dashboards, facilitating performance management, informed decision-making, and proactive issue resolution.
Leading the Global Service Engineering organization , including ownership of:
Global escalations for complex technical issues
Supportability of Flow Cytometry platforms in the field
Close collaboration with R&D on new product introductions (NPI)
Embedding Design for Serviceability (DfS) principles into product development by partnering with R&D and Engineering to:
Improve uptime, reliability, and service efficiency
Influence architecture, diagnostics, modularity, and accessibility
Reduce total cost of ownership for customers
Partnering cross-functionally with Commercial, R&D, Quality, and Operations teams to ensure business continuity, successful integration, and customer-centric execution
Qualifications & Experience
10+ years of progressive leadership experience in global service operations, technical services, or service engineering , preferably within flow cytometry, life sciences, diagnostics, or other regulated industries
Strong Flow Cytometry domain experience , including familiarity with instrument complexity, service models, and customer use cases
Demonstrated success in influencing product design through a serviceability lens , particularly during NPI and lifecycle management
Proven ability to drive operational rigor, standardization, and value capture at global scale
Experience leading global engineering, escalation, or advanced support organizations
Data-driven mindset with hands-on experience in service analytics, KPIs, and performance dashboards
Strong executive presence with the ability to influence senior stakeholders across functions and regions
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
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Primary Work Location
USA CA - Milpitas 155
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 (https://jobs.bd.com/en/your-career-at-BD) ."
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
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.
